Technical Support Representative II

Employment Type: Full-Time

Work Setup: Remote/WAH

Equipment Provision: BYOD (Bring-Your-Own-Device)

The Technical Support Representative II is responsible for providing advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.

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

• Provide advanced technical support to customers who are experiencing complex technical issues with their products or services while delivering excellent customer service

• Identify and troubleshoot advanced technical problems, and provide timely and effective solutions to customers

• Communicate technical solutions to non-technical customers in a clear and concise manner

• Escalate complex issues to higher-level team members as necessary

• Document customer interactions and technical issues in a customer relationship management (CRM) system

• Provide feedback on product improvements and enhancements based on customer feedback and technical issues

• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules

• Collaborate with other departments as needed to resolve customer issues

• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Adhere to company policies and procedures

• Meet or exceed performance targets for related KPI’s

What are the required qualifications of a Technical Support Representative III?

• At least 12 months' experience in a technical support role or equivalent preferred

• Good communication skills, both verbal and written

• Proficiency in using computer applications and software

• Experience using a CRM preferred

Ninja Perks and 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)

If you are interested, you can access your instant interview here: https://alpharun.com/i/H7nJr3BY6RQdw8aXfQuwt