Hybrid Technical Support 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:  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?

  1. Provide technical Customer Support via telephone, email and other communication methods for on-site eld technicians who are implementing the CDM solution.
  2. Perform remote diagnostics and repairs using various software and knowledge base tools.
  3. Proactively monitor the health of CDM digital signage networks and implement technical remediation where appropriate.
  4. Document, track and manage Customer issues to resolution while adhering to Customer SLA’s.
  5. College Diploma or Equivalent Experience, 2-3 years of relevant experience in providing Technical Support to internal and external Customers. Strong software, hardware and network troubleshooting skills in a client/server architecture. Proven top notch Customer
  6. Service to internal and external Customers (both verbal and written). Exhibit Customer-centric and proactive approach to Supporting Customers. Experience providing remote Client sit troubleshooting.
  7. Team player possessing excellent problem solving, analytical, time management and proven ability to prioritize, manage and pivot in a fast-paced support environment. Experience with digital signage platforms and networks considered an asset

REQUIREMENTS:

  1. Technical Support Experience - Software, Hardware, Cabling and Networking
  2. Strong verbal and written communications skills
  3. Proactive self- starter
  4. Strong Troubleshooting Skills
  5. Organizational Skills
  6. Friendly and supportive
  7. Strong customer service skills
  8. Multi-tasker

NICE TO HAVE (not required)

  1. Knowledge of TV Displays, Configuration and Set-up
  2. Knowledge of Media Engines and Content
  3. Management Software
  4. Knowledge of Point of Sales Systems
  5. Multi-Lingual ( English, French, Spanish, Portuguese)
  6.  

*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"