We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

What does a day in the life as a Junior Software Application Support (SaaS) look like?

Provide first-line technical support to customers via various channels (phone, email, chat) regarding software, hardware, and network-related issues.

Respond to customer inquiries promptly and professionally, ensuring excellent customer service and satisfaction.

Diagnose and troubleshoot customer-reported problems, following established procedures and utilizing available resources and knowledge bases.

Escalate complex or unresolved issues to the appropriate support teams while maintaining ownership and proper documentation of the case.

Guide customers through step-by-step solutions, including providing clear instructions and explanations.

Assist customers with installation, configuration, and setup of software applications, devices, and peripherals.

Perform remote troubleshooting and technical assistance, leveraging remote support tools when necessary.

Document and maintain accurate records of customer interactions, including details of inquiries, comments, actions taken, and resolutions achieved, within a ticketing or CRM system.

Keep up to date with product knowledge, troubleshooting techniques, and known issues to provide accurate and effective support.

Collaborate with cross-functional teams, including developers, QA, and product managers, to communicate customer feedback, identify patterns, and contribute to product improvements.

What are the required qualifications for a Junior Software Application Support (SaaS)?

Minimum of 1 year working as Technical Support in Software Application (SaaS) or similar (

Ideally within the B2B, SaaS, and/or hospitality industry

Outstanding written and oral communication

Highly-collaborative, positive, go-getter attitude

Comfortable working in a fast-paced startup environment; ability to juggle multiple questions, requests, and bug reports at once, practicing excellent follow-through techniques

Proven track record in building positive relationships with clients

Strong analytical, critical thinking, and problem-solving abilities

Technical aptitude and understanding of the hospitality software industry

Nice-to-have qualifications:

Familiarity with Zendesk, Jira, Salesforce, or similar support platforms

Additional Information

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)

Experience

infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

Supportninja

Junior Software Application Support (SaaS)