Technical Support

Supportninja · Philippines

Company

Supportninja

Location

Philippines

Type

Full Time

Job Description




What does a day in the life as a Technical Support (SaaS) look like?
  • Maintaining an understanding of Products and services offerings.
  • Handling of Level 1 Inbound Calls, Chat and Emails through the portal.
  • Completing level 1 troubleshooting or tasks that may be requested by users or the sales team.
  • Work directly with Tier 2 or Tier 3 support and development team when necessary for more complicated problem resolution.
  • Process and manage escalations, with follow up for the customer at resolution.
  • Resolving complaints and preventing additional issues by making recommendations for improving processes. 
  • Ability to navigate the App and Web Dashboard to speak to and assist customers with Basic Usage and Troubleshooting questions
  • Understanding of CRM and Help Desk software and procedures Communicating with clients in a timely, efficient manner.
  • Create articulate written exchanges (chat or email) that contain clear and concise instructions and answers for the end user.


    • What are the required qualifications for a Technical Support (SaaS)?
  • At least 1 year of experience in a customer-facing support role with technical support experience or similar role for software or SaaS applications
  • Demonstrate the ability to be composed and professional on the phone, through video calls and email. 
  • Empathy for a company and operators who are growing and changing processes 
  • Ability to collect, organize, and analyze large amounts of data. 
  • Ability to communicate effectively with all levels of skill and technology understanding. 
  • Adaptability and strong problem-solving skills. You understand how to deflect frustration and demonstrate professionalism. 
  • Excellent active listening skills. 
  • Exceptional verbal and written communication skills. 
  • Building relationships with clients based on trust and respect. 
  • Understands and familiar with Excel as well other Office and GSuite software 
  • Ability to adapt to ever changing workplace. 
  • Being flexible.
  • Understanding Transportation and Logistics industry is a plus

    • Explore More

    Technical Support SaaS Jobs Customer-facing support Jobs Software and SaaS applications Jobs Excellent communication skills Jobs Adaptability and problem-solving skills Jobs More Jobs at Supportninja Jobs in Philippines
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    Date Posted

    09/21/2024

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