Technical Support Representative

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 outsource by developing the best people, implementing cutting-edge technology, and challenging the status quo. We change the game by prioritizing fun in our workplace. By joining our team, you’ll have the opportunity to provide world-class service to our customers through various channels while also working in our fun-forward culture. What does a day in the life of a Technical Support Representative look like? Provide basic technical support to customers who are experiencing technical issues with their products or services Identify and troubleshoot technical problems, and provides timely and effective solutions to customers Communicate technical solutions to non-technical customers in a clear and concise manner Ensure accurate ticket triaging Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed Escalate complex issues to higher-level team members as necessary Document customer interactions and technical issues in a customer relationship management (CRM) system Provide excellent customer service to ensure customer satisfaction and loyalty Adhere to company policies and procedures Meet or exceed performance targets for related KPIs Continuously improves 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 Perform other duties as assigned What are the required qualifications for a Technical Support Representative? Previous technical support experience or equivalent Strong communication skills, both v