SupportNinja
SupportNinja is a custom outsourcing solutions provider that specializes in enhancing customer experiences through tailored services like customer support, technical support, content moderation, and data processing. By leveraging advanced technology and a flexible, people-first approach, SupportNinja helps businesses scale efficiently and achieve their growth objectives while maintaining high-quality service delivery. With a global team and a commitment to fostering strong client partnerships, they enable companies to navigate their operational challenges smoothly and effectively.
outsourcing • customer support • customer experience • back-office support • lead generation
Customer Service Representative - Telco/ISP
November 5, 2024
SupportNinja
SupportNinja is a custom outsourcing solutions provider that specializes in enhancing customer experiences through tailored services like customer support, technical support, content moderation, and data processing. By leveraging advanced technology and a flexible, people-first approach, SupportNinja helps businesses scale efficiently and achieve their growth objectives while maintaining high-quality service delivery. With a global team and a commitment to fostering strong client partnerships, they enable companies to navigate their operational challenges smoothly and effectively.
outsourcing • customer support • customer experience • back-office support • lead generation
📋 Description
• Provide help desk support to clients and perform maintenance and training tasks • Maintain high level of poise, confidence, and respect in communications • Work with engineers and leadership to provide exceptional customer experience • Responding, resolving, and escalating events as they occur • Study and follow existing documentation on best practices • Create new documentation when issues or requests are reported • Build rapport with team members and clients • Respond to support requests via web-based ticketing and phone systems • Call and host video conferences with clients as needed • Conduct pre-scheduled onboarding trainings with clients • Gather incident details and escalate to engineering team • Identify knowledge gaps with clients • Work as administrator in network management and voice platform • Provide timely updates to clients • Track and record inbound and outbound calls • Follow-up with clients to ensure satisfaction
🎯 Requirements
• Highly organized, detail-oriented, creative self-starter • PC, Mac proficiency (including Office365, Google Suite, etc.) • Bachelor's Degree in Computer Science or related field a plus • 1-2 years of relevant experience • Customer Service experience with ISP, Telco accounts • B2B experience • Nice-to-have: Familiar with web-based softwares and comfortable operating within various systems • Familiar with basic wireless and wired network troubleshooting • Experience in a customer support and SaaS environment a plus • Freshdesk, Slack, any related CRM
🏖️ 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 • Opportunities for skills training and personal and professional development • Employee Referral Program • Beautiful office space (for onsite employees) • Free lunch provided daily (for onsite employees) • Experience infinite fun so you can have infinite growth.
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