Technical Support Representative III
Job details
We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom. SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management. As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy. Salary: €40,000/yr Schedule: 5:00 AM to 2:00 PM Ireland ( Monday to Friday) - likely will change to 6AM or 7AM start time Type of Contract: Full Time Employment Work Set Up: Permanent Remote / Work-At-Home Equipment Provision: Bring-Your-Own-Device (BYOD) 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. What does a day in the life as a Technical Support Representative 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
- 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
- Must have high school diploma or equivalent
- Must be 18 years of age or older
- 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
- 2-3 years experience in a technical support role or equivalent
- Experience using a CRM preferred, but not required
- Customer Service/Focus
- Technical Knowledge
- Critical Thinking
- Investigative Mindset/Curiosity
- Patient and Empathetic Attitude
- Teamwork
- Results-oriented
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