Technical Support Representative - PH - Canon - Onsite
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Position Title: Basic Technical Support 

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. Graduate of an Associate or Bachelor’s degree; undergraduates are welcome to apply

  2. 2+ years of experience supporting Software/Platform as Service applications and/or platforms

  3. Track record of over-achieving quota; Ability to multitask, prioritize, and manage time effectively, Strong phone contact handling skills, and active listening.

  4. In-depth knowledge and experience in Microsoft Office tools, particularly in Excel

  5. Customer orientation and ability to adapt/respond to different types of characters; Excellent communication and presentation skills.

  6. Strong understanding of public cloud infrastructure and application deployment paradigms in AWS, Azure, or GCP

  7. Strong interpersonal skills and ability to deal professionally and calmly with customers, internal teams, and outside vendors

  8. Ability to find & analyze logs at both the application and system level

  9. Ability to troubleshoot and triage complex issues, displaying curiosity & inquisitiveness

  10. Good understanding of SQL and REST APIs; Basic knowledge about HTTP protocols and how browsers work

  11. Ability to use cloud services portals, such as those of database, caching, queuing managed services, and leverage that information for analysis

 

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.