Technical Support Representative II
Posted 17 days ago
You'll complete your application on SupportNinja's career site.
About the Role
This role involves working in an agile environment that utilizes AI-driven technology to help businesses scale and streamline operations. As a Technical Support Representative II, you will serve as a key point of contact for clients, delivering expert assistance and technical problem-solving. The position emphasizes professional development and high-quality service, requiring you to handle intricate product and service challenges with both technical proficiency and empathy.
Requirements
- Minimum of two years in a technical support or related capacity, preferably within a call center setting.
- Competency in software and computer applications, plus advanced skills in troubleshooting hardware, software, or intricate systems.
- Excellent verbal and written communication abilities to engage with diverse user groups.
- Strong analytical and critical thinking skills to correctly identify and fix technical issues.
- Must be a resident of the Philippines with the availability to work full-time hours, including overnight shifts.
- Requirement to supply your own work equipment.
- Prior experience with CRM software is not required but is highly valued.
Responsibilities
- Provide expert technical assistance to troubleshoot and resolve challenging product or service issues.
- Explain technical fixes to customers who do not have a technical background using clear and simple language.
- Route highly difficult problems to senior staff to ensure they are addressed promptly.
- Record all details of customer interactions and technical diagnostics within the CRM platform.
- Share insights regarding potential product enhancements based on patterns seen in customer complaints and recurring technical errors.
- Partner with cross-functional teams to overcome customer obstacles.
- Engage in regular training sessions and professional development activities.
- Consistently demonstrate a professional and empathetic demeanor.
- Follow all corporate policies and achieve or surpass designated performance metrics and KPIs.
Benefits & Perks
- Competitive salary package with standard government-mandated benefits.
- Comprehensive HMO coverage starting on your first day.
- Life insurance and a retirement savings plan with employer matching contributions.
- Paid time off and a designated birthday holiday.
- Eligibility for incentive programs and performance-based bonuses.
- Access to professional growth opportunities and skills training.
- Employee referral incentives and compensation for using personal equipment for business tasks.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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