Job Description
Customer Support Representative II (Seasonal)
Location: National Capital Region
Type: Project Based
Workplace: remote
We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.
What does a day in the life as a Customer Support Representative L2 look like?
- Respond to prospect and customer support tickets within five minutes and professionally.
- Write at least ten informative and accurate weekly knowledge base articles to help customers solve their problems.
- Schedule and coordinate customer calls for CSMs to ensure customers receive the highest level of service.
- Answer customer support calls and assist customers with their technical issues and inquiries.
- Identify and escalate critical support issues to the appropriate team members for timely resolution.
- Maintain accurate records of customer interactions and support requests in our CRM system.
- Work with other team members to identify process improvements and increase efficiency.
- Keep up-to-date with product updates and changes to provide accurate and effective customer support.
- Be creative in solving customer issues and finding solutions that meet their needs.
- Closely follow process workflows and support in implementing initiatives and projects as directed by leadership.
- Solicits and readily accepts constructive feedback
- Eager to learn new systems and processes
- Demonstrates close attention to detail and thorough review of one’s work with a focus on quality
- Understands the value of workflows, efficiency, and accuracy when processing repetitive operational tasks with high accountability
- Solutions-focused, viewing challenges as an opportunity to resolve problems and work through them
- Exhausting available resources and materials to resolve issues but knows how to seek consultation from peers and seniors when needed
- Expresses ideas and suggestions in support of the team’s success
- Sees tasks through to completion and offers support as needed
- Able to communicate clearly and effectively with fellow consultants, leadership, and client contacts
- Preform other duties as assigned.
What are the required qualifications for a Customer Support Representative L2?
- Graduate of an Associate or Bachelor’s degree
- Minimum 1 year of previous customer service experience, preferably in a call center environment.
- Experience using a CRM system or similar tool to manage customer interactions.
- Experience using and updating a Knowledge Management System
- Ability to work independently and as part of a team.
- Familiarity with software and technology products is a plus.
- Ability to manage multiple tasks and priorities in a fast-paced environment.
- Willing to work in a project-based/seasonal setup.