Technical Support Representative III

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

What are the required qualifications of a Technical Support Representative?

• 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

What are the core competencies needed as a Technical Support Representative?

• Customer Service/Focus
• Technical Knowledge
• Critical Thinking
• Investigative Mindset/Curiosity
• Patient and Empathetic Attitude
• Teamwork
• Results-oriented

Ninja Perks and Benefits

● Competitive compensation

● 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! Are you ready?

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.