Technical Support Representative II

2 days ago

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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

• Provide technical support to customers by phone, chat, and email • Provide troubleshooting steps for the device and/or account of the customer • Conduct account and/or device walkthroughs • Research customers’ concern to provide appropriate resolution • Create and maintain case management records of daily problems and remedial actions taken, or installation activities • Obtain product mastery in order to respond to the customers’ concerns promptly and accordingly • Acquire proficiency in the use and configuration of products through customer led training • Create and maintain knowledge base articles to foster customer self-help tools available on-line • Maintain and help optimize existing systems • Leverage knowledge and resources to assess needs, uncover errors (user error or platform bugs) and provide solutions • Perform other duties as assigned

Requirements

• Previous experience in a technical support and customer service role in • Familiarity with ZenDesk is a plus • Familiarity with AI video/Picture applications Divinci + InVidia is an advantage • Above average communication skills, both verbal and written • Proficient in using computers and various software applications • Willing to work on a night shift