Advanced Technical Support
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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: To help our client's customer technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

 

WHAT YOU GET TO DO?

 

  • Answering Incoming Support Calls, Emails, and Live Chats
  • Troubleshooting Supported Hardware
  • Troubleshooting PointOS Software
  • Some Networking and Windows support required
  • Remotely connecting with customers Windows© devices for technical support
  • Ability to manipulate and apply SQL Commands
  • Manipulating Databases to
  • Restore and Repair
  • Identify Problematic Records
  • Reseed identities
  • Test, Submit for Approval, and Apply SQL Scripts
  • Investigate, Explain, and Apply solutions or report bugs on escalated support calls
  • Diagnose Communication Errors between Supported Hardware and Software
  • Manipulate Cloud Databases for Support of Platform Clients
  • Portal Assistance
  • Documenting case information
  • Creating Support Procedures and Updating Current Procedures
  • Updating Knowledge-base on a new and existing support cases
  •  

REQUIREMENTS:

 

  • Vast understanding of Windows, Android and iOS operating systems.
  • Additionally we require an advanced level of experience with networking and database such as sql, mysql and sql-lite.
  • Command of english language
  • Handle User Q/A for the product while on downtime.
  • Can be trained- PointOS specific software usability - New software tools we use. Setting and achieving Customer success and Tech support KPI's. Creating of revenue opportunities while supporting users.
  • Should have 3yrs+ at this level

*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"