Bilingual Spanish Representative
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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: Attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.


 

WHAT YOU GET TO DO?

 

  • Assisting users with login and registration processes.
  • Assisting users with account updates.
  • Providing account approvals for new user accounts.
  • Assisting users with module allocations.
  • Assisting users with tracking payments in limited scenarios.
  • Fixing issues with coupon codes 3. Providing invoice links or PDFs via email, generated from our system, in limited scenarios.
  • Liaising with our internal payment support expert to support them.
  • Helping users manage module sharing and posting requests.
  • Triaging bugs in the system 3. Assisting users with navigating and using the overall system.
  • Flagging technical issues and escalating to Tier.
  • Flagging module issues and escalating to Tier 3.
  • Assisting to report technical issues in Jira.
  • Answering content-based questions with links to existing guidance content.
  • Answering basic function questions by confirming with Coalition Customer Success Manager.
  • Analyzing user questions and helping find the appropriate response.
  • Collecting user’s feedback (if any) and reporting to Coalition Customer Success Manager.
  • Flagging unresolvable issues for our Tier 3 experts.
  •  

REQUIREMENTS:

 

  • Able to speak Spanish and English fluently
  • Able to read and write Spanish and English with clarity
  • Proven customer support experience
  • Excellent written and verbal communication skills required
  • Ability to multitask and meet established deadlines; must be a self-starter and be able to work independently as well as being a team player.
  • Ability to work in a fast-paced environment; strong organizational skills a must.
  • Previous experience with Zendesk is a huge bonus!
  • A go-getter attitude would help a candidate be successful in this role.
  • Must willing to work in Clark, Pampanga
  • Must willing to work in shifting schedule
  • Must be able to pass a background check
     

 

*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"