Onsite Technical Support Subject Matter Expert
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Position Title: Onsite Technical Support Subject Matter Expert

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

Job Responsibilities:

  1. Supports Team Manager in day-to-day operations and performs management duties when Team Manager is absent or out of office particularly coaching and managing the team
  2. Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
  3. Assists management with hiring processes and new team member training
  4. Answers simple to complicated questions raised by team members, and provides tips on daily operational challenges encountered by team members, and oversees team members' work for quality and guideline compliance
  5. Reminds reportorial deadlines and sales goals update to team member/s
  6. Develops strategies to promote team member adherence to company regulations and performance goals
  7. Assists in team meetings and cascade updates to members on best practices and continuing expectations
  8. Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadline compliance
  9. Ensure company brand materials and physical working spaces meet and exceed company presentation standards
  10. Provides quality customer service, including interacting with customers, answering inquiries, and effectively handling customer complaints
  11. Filter open contacts/tickets from team members to avoid customer and client escalation
  12. Manages inventories and stock, including keeping detailed records of inventory use and sales, and advising management on orders where necessary
  13. Update necessary metrics tracker for the assigned account and/or line of business
  14. Keeps summary of records on customer interaction/transactions; details of inquiries, complaints or comments, and actions taken
  15. Conduct basic Quality Assurance process to team members
  16. Adheres to the Quality Assurance’s guidelines set for the account as part of the KPI metrics
  17. Takes appropriate measures in obtaining and keeping all customer information confidential and proprietary
  18. Delivery necessary reports in a timely manner (e.g., End-of-Day, End-of- Week, End-of-Month report)
  19. Complies to Clients’ suggested script
  20. Works with Team Manager to ensure excellence in delivering customer service
  21. Reviews policies to ensure compliance and determine appropriate solutions and options
  22. Recommends process improvement to prevent failures in the future.

Qualifications:

 

  1. College Undergraduates are welcome to apply
  2. 2 or more years of experience in the BPO setting
  3. Has 1 or more years of experience in being a Subject Matter Expert in the BPO Setting
  4. Knowledgeable in the principles and processes of providing commendable customer service and can establish a harmonious working environment
  5. Has immense orientation in the English language; able to write and speak the English language without the regional accent; 
  6. Experienced in the administrative and clerical procedures and systems such as word processing, file management, and other office procedurals and terminologies
  7. Has proven customer support experience and service orientation
  8. Tech and internet savvy; able to understand and apply systems’ guidelines
  9. Required multi-tasking ability; well-rounded in terms of integrating system process and communicating
  10. Effective time-consciousness; sensible in processing concerns in a timely manner, provide customers and clients committed date of follow up
  11. Tremendous ability to keep harmonious conversation with frustrated team members.
  12. Experience with ZD and Background checking.

 

 

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.