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.

The Technical Support Representative is responsible for providing basic to 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 as a Technical Support Representative look like?

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

What are the required qualifications for a Technical Support Representative?

Undergraduates are welcome to apply

At least 1 year of technical support experience from a BPO or call center industry

Experience in medical or healthcare account

Knowledge with basic troubleshooting on software, hardware device connectivity and wifi connectivity

Strong communication skills, both verbal and written

Proficient in using computers and various software applications

Must be able to meet the equipment requirements for work at home setup

Having these qualifications are helpful, but not required

Experience supporting customers on all channels - voice calls, chat and emailFamiliar with CRM systems and practices

Troubleshooting devices such as phones, printers, cable, routers etc.

Knowledge of major operating systems including Windows and Mac OS/X

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

● Beautiful office space

● Free lunch provided daily

● Employee Referral Program

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

Technical Support Representative (Medical or Healthcare)