Work Setup:Onsite training for the first two months, then transitioning to a hybrid setup at The Sanctum, SM North EDSA, QC. Full remote work may be granted based on performance.
Schedule:Training Schedule: 8:00 AM5:00 PM EST Overnight support and weekends for US hours / Manila morning
Type of Contract: Full-Time
Job Summary:The Technical Support Representative III is responsible for providing advanced technical support to customers who are experiencing complex 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 role will support as a mentor to other team members.
What does a day in the life of a Technical Support Representative III look like
- Provide advanced technical support to customers who are experiencing complex 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
- Report system issues to leadership
- 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
- Create and update knowledge based articles, FAQs, and troubleshooting guides to help customers and junior support staff
- Manage escalations from junior support teams and ensuring that issues are resolved effectively and efficiently
- Serve as a mentor to other team members when needed
- 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 KPIs
- Perform other duties as assigned
What are the qualifications of a Technical Support Representative III
- 3 years experience in a technical support role, preferably in a call center environment
- Should have at least 1 year of experience as a networking admin or software development.
- Advanced knowledge of operating systems, including:
- Understanding SSH and the use of terminal commands
- Experience with Linux (server versions specifically)
- Strong asset: understanding Docker and how to deploy applications
- Plus: understanding of AI fine-tuning or AI inference
- At least 1 year of experience with Shell scripting, and SQL.
- Strong communication skills, both verbal and written
- Advanced technical troubleshooting skills in hardware, software, and/or network systems
- Proficiency in using computer applications and software
- Proficiency with observability tools, and ease with CRM tools
- Previous experience as a mentor preferred
Ninja Perks and Benefits
- 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
- Beautiful facility & Free Meals for onsite positions
- Opportunities for skills training and personal and professional development
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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.
