50 Technical Support Reps
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Scenario: Using the following phrases, write an E-mail to the customer Mr. Gill Roy explaining delay in the project.

Payment processing system – Schedule – 10th May (Friday) – Unexpected power outage –3 days – overall delay – 7 days – includes recovery of lost work – will not recur.*

Job Responsibilities:

  • Install and configure computer hardware operating systems and applications
  • Monitor and maintain computer systems and networks
  • Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues
  • Troubleshoot system and network problems, diagnosing and solving hardware or software faults
  • Replace parts as required
  • Provide support, including procedural documentation and relevant reports
  • Follow diagrams and written instructions to repair a fault or set up a system
  • Support the roll-out of new applications
  • Set up new users' accounts and profiles and deal with password issues
  • Respond within agreed time limits to call-outs
  • Work continuously on a task until completion (or referral to third parties, if appropriate)
  • Prioritise and manage many open cases at one time
  • Rapidly establish a good working relationship with customers and other professionals, such as software developers
  • Test and evaluate new technology
  • Conduct electrical safety checks on computer equipment.


  • * Attention to detail , proficient in documentation.
  • * Listen, comprehend and communicate well with clients and team members
  • * Highly self-motivated and capable of independent work when required.
  • * Well-organized with the ability to multi-task and work with minimal supervision.
  • * Prioritize and organize customer ticket workload.
  • * Must represent the company in a professional manner at all times.
  • * Network Lan/Wan Configurations
  • * Basic Firewall fundamentals and NAT
  • * Troubleshoot Network configuration issues onsite and remotely
  • * Supporting Microsoft Server environments, Shares, Permissions
  • * Internet Explorer / Firefox /Chrome setup and troubleshooting
  • * Exchange Account Setup – Office365
  • * Able to work with ISP's and customers troubleshooting connectivity issues
  • * User Account -- Active Directory 2003/2008/2012 Management
  • * Microsoft Office 2003 -- 2013 Fundamentals (Setup/Troubleshooting/Basics)
  • * Printer/Scanner Troubleshooting and Setup, Multifunction SMB

SupportNinja Core Competencies

Proactivity - Acts without being told what to do. Brings new ideas to the company.

Foresight - makes provision for the future especially when making decisions.

Work Ethic - Possesses a strong willingness to work smart and hard. First to arrive, last to go home.

Persuasion - Able to convince others to pursue a course of action

Teamwork - Reaches out to peers and cooperates with colleagues to establish an overall collaborative working relationship

Analytical Skills - Able to structure and process qualitative or quantitative data and draw insightful conclusions from it. Exhibits a probing mind and achieves penetrating insights.


Cultural Competencies

Principled Leadership - Ability to stand for principles, both business and ethical, in the face of high growth, hyper-competitive marketplace, and entrepreneurial zeal; to do the right thing without regard to personal cost.

Fast-Pace - Ability to thrive in a fast-paced environment while still making well-thought out, fact-based decisions quickly and decisively.

Cultural Sensitivity - Ability to reach across several cultures and time zones in a constantly virtual environment to work collegially and effectively.

Focus on metrics - Ability to work in an intensely metric-driven environment focus on growth and cost.

Customer-focused excellence in delivery - Ability to always keep execution excellence about customer service as a central focus in decision making.

Autonomy – Self motivation, self-direction and self-improvement skills

Productivity – Planning, project management and organization skills

Communication – Written, verbal, presentation and public speaking skills

Judgement – Ethics, morals, decision-making and analytical skills