Job Description
Title: Technical Support Representative (L3)
Location: Work From Home, Colombia
Type: Full Time
Workplace: remote
JobDescription:
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.
Start Date: ASAP
Salary Range: 900 USD/monthly
Work Schedule: 9:00 AM to 6:00 PM EST Monday-Friday
Work Set Up: Permanent Remote / Work-At-Home
Type of Contract: Full Time Employment
Equipment Provision: Company Provided
JOB SUMMARY:
The Technical Support Representative L3 is responsible for providing advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.
What does a day in the life of a Technical Support Representative look like?
- Provides advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service via phone, email or chat.
- Identifies and troubleshoots technical problems, and provides timely and effective solutions to customers.
- Leverage knowledge to provide technical analysis, assess needs, uncover errors (user error or platform bugs) and provide solutions.
- Acquire proficiency in the use and configuration of the clients products through customer-led training.
- Work alongside the Product Support team to gather requirements, design and implement custom solutions for customers.
- Provide customer specific configuration for products, review and validate solution designs produced by other Services team members
- Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from the product.
- Closely follow process workflows and support in implementation of initiatives, projects as directed by leadership and the client.
What are the required qualifications of a Technical Support Representative?
- Minimum 3 years of Technical Support with hands-on working experience in configuration, customization, and implementation of SaaS applications.
- Prior experience in Event Marketing preferred
- Excellent communication (written and verbal), problem solving and management skills.
- Minimum of 3 years of technical support background that involves application support and API troubleshooting.
- Basic knowledge working with Google Sheets, Excel, etc.
- Working knowledge of the following is preferred:
Project Management Softwares
HTML, JavaScript (JQuery / Node.js), CSS
Previous experience of working with complex and nuanced products.
Proficiency in Google Docs, Microsoft Office, social media management tools, and relevant software programs.