Onsite: Technical Support Representative II - Job code: SN000163
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Position Title: Basic Technical Support - Onsite

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.

Main Duties and Key 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. Ninjas will primarily address 3 types of queries.
  10. Working with B2B Customers within an organization requiring troubleshooting with the following:

- renewal opportunity content (updating monthly data)

- payment processing failures (most common)

- changes to contact information

 

Qualifications:

 

  1. At least one year of experience or equivalent education supporting networking protocol hardware and software and/or mobile networking support 
  2. General knowledge of DNS, DHCP, Wi-Fi, WAN, LAN, TCP/IP, UDP, and how they function in a network environment
  3. Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems 
  4. Familiar with networking hardware and software issues 
  5. Knowledge of major Operating Systems, Windows 2000, Windows, Vista, XP, Windows 7, Mac OS/X 
  6. Excellent communication, interpersonal, organizational and presentation skills 
  7. Experience with PPoE, VPN, IPSEC, PPTP, WDS a plus 
  8. Must be willing to submit to a pre-employment background check and drug screen
  9. Must be able to provide two professional references
  10. At least one year of experience or equivalent education supporting networking protocol hardware and software and/or mobile networking support
  11. At least one year of experience or equivalent education supporting SaaS software, ideally TSR for payment and/or billing queries. 
  12. Experience using support tools such as Jira and Jira Support Desk 
  13. A working knowledge of data management procedures 
  14. Excellent communication, interpersonal, organizational and presentation skills. 
  15. Must be able to provide relevant previous experience in the BPO industry.
  16. Skilled in research steps of troubleshooting and following escalation paths. Must have a technical mindset.

 

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.