Onsite: Technical Support Representative - Job code: SN000217
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Position Title: Technical Support Representative - Onsite

Job Location: Clark Freeport Zone, Pampanga

Why we’re awesome?

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”. What does this mean? 

We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors. 

We work with some of the world's most disruptive companies across the tech, lifestyle, music and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.

Be a Ninja and enjoy the following benefits:

  • Fun, fast-paced environment where you can stretch your creativity
  • HMO upon hire + 1 dependent upon regularization!
  • Life Insurance upon hire
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary

Primary Objectives:

To interact with the customers/clients in order to answer questions, resolve support issues, improve credibility, and nurture relationships.

Job Responsibilities:

  1. Provides support to consumers and small/medium size businesses (SMB) 
  2. Provides basic technical support to customers by phone, chat, and email
  3. Researches customers’ concerns to provide appropriate resolutions
  4. Creates and maintains case management records of daily problems and remedial actions taken, or installation activities
  5. Interfaces with customers regarding other vendors' equipment to find solutions to customer's concerns
  6. Develops training materials and procedures, or train users in the proper use of hardware or software 
  7. Creates and maintains knowledge base articles to foster customer self-help tools available on-line
  8. Additional duties as assigned
  9. Analyzes customer issues with a deep understanding of system logs and customer data profiles
  10. Troubleshoots complex technical problems and work with various teams (Development, QA, CloudOps, Vendors) to consistently and efficiently co-ordinate resolution of customers’ issues
  11. Creates and updates the knowledge base, standard operating procedures, and runbooks linked to the client products
  12. Establishes, develops, and maintains a good relationship with employees, internal partners, vendors, and customers
  13. Keeps accurate records of discussions or correspondence with customers
  14. Establishes & improves customer service procedures, policies, and standards
  15. Provides operational support for the managed environments as needed
  16. Provides reports to internal & external stakeholders as needed
  17. Provides technical support to consumers and end-users.
  18. Provides basic technical support to customers by phone, chat, and email. 
  19. Researches customers’ concerns to provide appropriate resolutions. 
  20. Creates and maintains case management records of daily problems and remedial actions taken, or installation activities. 
  21. Interfaces with customers regarding other vendors' equipment to find solutions to customer's concerns.
  22. Creates and maintains knowledge base articles to foster customer self-help tools available on-line; Documents and escalates issues accordingly

 

Qualifications:

  1. At least one to two years of experience or equivalent education supporting networking protocol hardware and software and/or mobile networking support 
  2. General knowledge of DNS, DHCP, Wi-Fi, WAN, LAN, TCP/IP, UDP, and how they function in a network environment
  3. Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems 
  4. Familiar with networking hardware and software issues 
  5. Knowledge of major Operating Systems, Windows 2000, Windows, Vista, XP, Windows 7, Mac OS/X 
  6. Excellent communication, interpersonal, organizational and presentation skills 
  7. Experience with PPoE, VPN, IPSEC, PPTP, WDS a plus 
  8. Must be willing to submit to a pre-employment background check and drug screen
  9. Must be able to provide two professional references
  10. At least one year of experience or equivalent education supporting networking protocol hardware and software and/or mobile networking support
  11.  In addition to a high school diploma, specialized or technical knowledge is needed which may be obtained in high
  12. school business or shop courses or by a relatively brief period of intensive post high school education.
  13. operating systems such as Windows and/or MAC
  14. Ability to understand and troubleshoot wireless connectivity.
  15. Ability to read and speak English clearly is required.
  16. Experience with troubleshooting technical issues is a must.
  17. Organizational and time management skills, analytical ability, excellent verbal and written communication skills
  18. are essential.
  19. Excellent listening skills
  20. Remain reliable and demonstrate teamwork to aid others in achieving a common goal(s).

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.