Technical System Admin (Outsourced)
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Position Title: Technical System Admin

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
  • Stress-free start up accounts
  • 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.  Goal for our entire technical service team is to provide the best possible service to our customers 24x7x365.
  2. Inbound - B2B - Corporate end-customer technical service desk support for Peer Software (and possibly quality assurance software testing assistance during non busy times)
  3. Typical customer is the technical manager of a corporation's infrastructure/data center storage.
  4. The Peer software enables customers to replicate, synchronize, backup, migrate/move, and make highly available files across storage systems in different locations (whether on-premise or in the cloud).
  5. For chat, Potential new customers browsing the Peer Software website will engage chat support to answer general product technical information of capabilities. Existing customers should be directed to go through the customer portal provided to them to log a ticket.
  6. In downtime, the Ninjas will perform software QA.
  7. The Ninjas will be interfacing with multiple offices (U.S. and Germany) of the Peer Software team.

Qualifications:

  1. Preference is for 2+ years of experience in the "must have" skill sets.
  2. Experienced in technical customer service for enterprise software via phone, email, and web sessions. 
    • Windows file servers, NetApp, and DellEMC Isilon experience in some capacity
  3. Experienced in storage administration for a corporate enterprise or data center company
  4. Understanding of basic networking and NTFS permissions 
  5. Nice to have: Foundational understanding of file replication, file synchronization, and high availability technical scenarios. 
  6. DFS Namespace management
  7. Can be trained: Quality assurance testing for functionality and load testing
  8. Ability to write/execute Powershell scripts for automating QA tasks 
  9. Understanding of API integrations with various storage systems (ie Windows file servers, NetApp Fpolicy API, DellEMC CEE API, and Nutanix Files API) 
  10. Understanding of cloud and object storage systems
  11. The most successful support persons have always had a solid storage background with good understanding of basic networking and NTFS permissions. A DESIRE TO LEARN and HELP customers is also critical. Attention to detail is critical. And remaining calm and confident in the face of escalated technical support tickets will be helpful to manage expectations properly with the customer.

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.