Deskripsi Pekerjaan
Join SupportNinja as a Technical Support Representative II and become a vital part of our customer success team. In this dynamic role, you'll leverage your technical expertise to diagnose and resolve complex customer issues across multiple platforms. You'll be the frontline hero who transforms technical challenges into seamless solutions, directly impacting customer satisfaction and loyalty. Our collaborative environment encourages continuous learning, offering access to cutting-edge technologies and industry best practices. With comprehensive training programs and career advancement opportunities, you'll develop into a versatile technical specialist capable of handling diverse scenarios. At SupportNinja, we value problem-solvers who thrive in fast-paced settings and are committed to delivering exceptional service every single interaction.
Tanggung Jawab
- Diagnose and resolve technical issues via phone, email, and chat channels
- Document cases accurately in CRM systems and maintain detailed troubleshooting logs
- Collaborate with Tier III engineers to escalate complex technical problems
- Proactively identify recurring issues and contribute to knowledge base improvements
- Provide timely status updates to customers throughout resolution processes
- Maintain performance metrics including first-contact resolution and customer satisfaction scores
- Train junior support staff on troubleshooting methodologies and best practices
Kualifikasi
- Associate degree in IT, Computer Science, or related field (or equivalent experience)
- Minimum 2 years of technical support experience in a BPO or IT environment
- Proficiency in troubleshooting Windows/macOS, networking, and SaaS applications
- Excellent written and verbal communication skills in English and Filipino
- Strong analytical abilities to diagnose root causes of technical issues
- Familiarity with ticketing systems (Zendesk, Jira) and remote access tools
- Ability to work rotating shifts including weekends and holidays