Basic Technical Support Representative
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In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!*
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Let's test your technical email skills.

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.*

WHO IS THE COMPANY?

 

SupportNinja is an omnichannel provider of customer care and back-office support solutions. We primarily work with VC-funded technology companies in Silicon Valley and around the world. Our service is vital to the core operations and functionality of consumer-focused apps, software, and platform-based technology companies.

 

SupportNinja originally started out as SupportMonk in early 2014. Originally based in India, It grew to a team of over 50 Linux Support Engineers before our founder, Cody McLain established SupportNinja to serve an emerging market. There was an underserved niche of customer support needed for fast-growing tech startups.

 

After much research, Cody established an office in the Philippines and grew the company to a team of over 100 Ninja’s before appointing fellow entrepreneur, Connor Tomkies to be CEO.

 

The duo form a unique partnership, as Cody’s passion exists with technology and processes while Connor loves working with people. The company now employs 250+ people in its Philippine office with ambitious expansion plans.

 

Today, SupportNinja is a company that services some of the biggest names in tech and is helping to scale everything from a Fortune 500 company to small startups just blooming.

 

Be a Ninja and enjoy the following benefits:

 

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



WHAT’S INVOLVED?

PRIMARY OBJECTIVES: Will help our client’s customers to resolve concerns in networking protocols, including cellular transmissions, standards and protocols. This position requires daily customer contact through phone, chat and email to determine the exact nature of a customer's technical  concerns.


 

WHAT YOU GET TO DO?

 

  • Provide support to consumers and small/medium size businesses (SMB).
  • Will provide basic technical support to customers by phone, chat, and email.
  • Research customer concerns to find appropriate resolutions.
  • Create and maintain case management records of daily problems and remedial actions taken, or installation activities.
  • Interface with customers regarding other vendors' equipment to find solutions to customer's concerns.
  • Develop training materials and procedures, or train users in the proper use of hardware or software.
  • Create and maintain knowledge base articles to foster customer self-help tools available on-line.
  • Additional duties as assigned.

REQUIREMENTS:

 

  • At least one year of Technical Support call-center experience or equivalent education.
  • Excellent communication, interpersonal, organizational and presentation skills.
  • Knows how to troubleshoot using phone, email & chat.
  • Familiar with networking hardware and software issues.
  • Knowledge of major Operating Systems, Windows 2000, Windows, Vista, XP, Windows 7, Mac OS/X.
     

 

*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"