[Hiring] Technical Support Representative II @Ninja Partners LLC

Role Description

The Technical Support Representative II will work with our customers to resolve routine and advanced technical issues as well as address general account concerns.

What does a day in the life as a Technical Support Representative II look like?

• Provide world-class support via telephone, email, and chat - software applications (SaaS)
• Troubleshoot, diagnose, identify issues through research, testing, and remote screen sharing
• Communicate with customers to answer product questions and diagnose technical problems
• Collaborate with the Engineering team to troubleshoot bugs and escalate issues
• Serve as the voice of the customer and collect feedback and feature requests to drive continuous improvement across all departments
• Create and maintain customer resources, such as help articles and internal tools
• Assist with data importing for customer implementations

Qualifications

• 1-3 years of experience in a customer-facing support role with technical support experience
• Self-starter and self-learner who is continuously trying to improve themselves and processes
• Prior technical support experience working directly with customers
• Excellent communication skills – both written and verbal
• Tech-savvy, adaptable, and comfortable with frequent product updates
• Superior customer service skills – responsive, compassionate, resourceful, and solution-oriented
• Possess a love and understanding of software and emerging technologies
• Ability to utilize spreadsheet software (Excel, Google Sheets)

Requirements

• 1-2 years SaaS experience
• Customer (B2B, end users/business owners) facing dealing with emails, chats, phone calls
• API, API integration (basic knowledge)
• Excellent communication skills
• Technical skills: SaaS Phase
• SaaS applications: Zendesk
• Familiarity with Intercom and SQL
• Familiarity with APIs and reading API documentation

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