About the Role
Title: Technical Support Representative (IOT)
Location: Clark Pampanga, Central Luzon
Type: Full Time
Workplace: remote
Category: Technical Support
Job Description:
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.
The Technical Support Representative is responsible for providing basic to 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 as a Technical Support Representative look like?
- Provide technical support to customers by phone, chat, and email
- Provide troubleshooting steps for the device and/or account of the customer
- Conduct account and/or device walkthroughs
- Research customers’ concern to provide appropriate resolution
- Create and maintain case management records of daily problems and remedial actions taken, or installation activities
- Obtain product mastery in order to respond to the customers’ concerns promptly and accordingly
- Acquire proficiency in the use and configuration of products through customer led training
- Create and maintain knowledge base articles to foster customer self-help tools available on-line
- Maintain and help optimize existing systems
- Leverage knowledge and resources to assess needs, uncover errors (user error or platform bugs) and provide solutions
- Perform other duties as assigned
What are the required qualifications for a Technical Support Representative?
- Must have high school diploma or equivalent
- Minimum 6 months experience as technical support role or equivalent
- Knowledge with IOT (Internet of Things)
- Knowledge of Hardware or Software support experience (preferably Microsoft, PC troubleshooting) in a BPO or call center setting
- Telco experience
- Familiar with networking, hardware and software issues
- Knowledge of major Operating Systems, Windows 2000, Windows, Vista, XP, Windows 7, Mac OS/X
- Proficiency in using computer applications and software
- Above average communication skills, both verbal and written
- Experience using a CRM preferred