Technical Support Representative II

August 16

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SupportNinja

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Showing the world a better way to outsource.

outsourcing • customer support • customer experience • back-office support • lead generation

1001 - 5000

💰 Private Equity Round on 2021-02

Description

• Provides advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service • Identifies and troubleshoots advanced technical problems, and provides timely and effective solutions to customers • Communicates technical solutions to non-technical customers in a clear and concise manner • Escalates complex issues to higher-level team members as necessary • Documents customer interactions and technical issues in a customer relationship management (CRM) system • Provides feedback on product improvements and enhancements based on customer feedback and technical issues • Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborates with other departments as needed to resolve customer issues • Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times • Adheres to company policies and procedures • Meets or exceeds performance targets for related KPI’s • Performs other duties as assigned

Requirements

• Must have high school diploma or equivalent • Strong communication skills, both verbal and written • Advanced technical troubleshooting knowledge in hardware, software, and/or systems • Proficiency in using computer applications and software • 1 year experience in a technical support role or equivalent • Experience using a CRM preferred