[Hiring] Support Technician @Ninja Partners LLC

Role Description

As a Support Technician, you will supply the best-in-class support to direct consumers on all technical support needs for one or more partners. Use company-provided tools to troubleshoot and solve customer technology problems in addition to the identification and removal of Malware and Viruses, diagnosis and resolution of networks and networking devices, and guidance on the use or setup of technical devices. The Support Technician will maintain a high level of customer satisfaction with a focus on first-call resolution. Build connections with new potential customers while educating them about the benefits of using our service and successfully close the sale.

What does a day in the life as a Support Technician look like?

• Handles support tickets created by our partner sales/customer representatives by calling, chatting, and setting up remote sessions to deliver the requested services to customers.
• Close tickets within the recommended service times.
• Professionally document all customer information, communication, and computer systems that adhere to the quality standards set by the company.
• Encourage completion of customer survey.
• Provide feedback on the tool, process, and business improvements.
• Represent the company in a professional and ethical manner.
• Continually educate and maintain a working knowledge of our products, services, and promotions.

Qualifications

• Minimum of 2 years of related experience in technical support and in BPO dealing with consumers and/or businesses.
• Strong communication skills, both verbal and written.
• Proficient in using computers and various software applications.
• Hardware / Software technical support troubleshooting via remote access.
• Knowledge of technical support concepts, the connected home, and the Internet of Things (IoT).
• Actual tech experience for Consumer/business peripherals -- Laptop, computer, printers, scanners, etc.
• Troubleshooting and resolving technology issues—including malware removal, virus elimination, network diagnosis, and technical device setup.

Requirements

• Troubleshooting macOS, Windows Platforms to the registry level.
• Home networks (wired and wireless) using multiple network technologies such as switches, routers, printers, IoT Devices, etc.
• Internet connectivity using a cable, DSL, satellite, dial-up.
• Consumer/business peripherals -- printers, scanners, fax, MP3 players, digital cameras, cellphones, PDAs Internet security.
• Courses in technology-related fields and customer service. MCDST, A+, HDI Support Center Analyst, or other relevant certification a plus.
• Ability to navigate through multiple computer applications with speed and accuracy.
• Excellent written and oral communication skills, second language a plus.
• Can communicate technical concepts clearly to customer's level of understanding.
• Excellent customer interaction skills.
• Very good organizational and multitasking skills.
• Ability to problem solve and resolve problems creatively.
• Review SOPs (standard operating procedures) and provide feedback and ideas.
• Ability to type 30 to 40 words per minute.

Benefits

• Full-time employees.
• 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).