Work Setup: Remote (4-6 weeks onsite during training in Sanctum then remote after)
Start Date: ASAP
Schedule: Night Shift (Must be flexible for shift changes)
Equipment: BYOD
The Technical Support Representative II is responsible for providing advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.
What does a day in the life of a Technical Support Representative look like
- Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service.
- Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers.
- Communicate technical solutions to non-technical customers in a clear and concise manner.
- Escalate complex issues to higher-level team members as necessary.
- Document customer interactions and technical issues in a customer relationship management (CRM) system.
- Provide feedback on product improvements and enhancements based on customer feedback and technical issues.
- Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.
- Collaborate with other departments as needed to resolve customer issues.
- Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.
- Adhere to company policies and procedures.
- Meet or exceed performance targets for related KP's.
- Perform other duties as assigned.
What are the required qualifications for a Technical Support Representative
- Minimum of 2 years of SaaS or enterprise software support experience
- Demonstrated ability to troubleshoot basic support and technical issues in complex software environments
- Experience working with email and chat support
- Strong communication skills, both verbal and written
- Fundamental computer knowledge (operating systems, browsers, basic networking)
- Experience following comprehensive and technical troubleshooting guides and documented procedures
Bonus qualifications:
- Basic knowledge of some SaaS tech stack including, but not limited to:
- Understanding of web technologies (HTTP, browsers, cookies, caching)
- Some understanding of API functionality and troubleshooting
- Authentication systems (SSO / SAML / ADFS) and general security concepts and controls
- Experience with browser developer tools for troubleshooting
- Reporting, analytics, and data flow across multiple web-based and on-premise platforms
- Some understanding of JavaScript, SDK, CSS, HTML, browser developer console: Ability to read and debug common/basic issues with code; ability to read developer documentation and create code samples
- Logging software (e.g., SumoLogic): Ability to create queries and find required logs
- Basic familiarity with AI and LLM concepts
Ninja Perks and Benefits
*Full time employees
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready
If you are interested, you can access your instant interview here: https://alpharun.com/i/RDTsTGNMYiG8BpnzAX4hw
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.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
