Are you an empathetic, tech-savvy support professional who can troubleshoot platform issues, deliver outstanding service via chat and email, and thrive in a 100% remote SaaS environment?
As our next
Technical Support Representative I
, you will serve as the crucial first point of contact for our users. You will resolve technical challenges with empathy, clarity, and precision, handling core customer platform needs—such as user management, session troubleshooting, and overlay issues—strictly via
email and chat
to ensure exceptional customer satisfaction.
Role Snapshot
Work Setup:
100% PH - Remote (Work from home anywhere in the Philippines)
Schedule:
Shifting schedule (Training is
9:00 AM – 6:00 PM EST
for the first 3 weeks, followed by a transition to a
24/7 coverage roster
. Candidates must have the
ability to work PST working hours
.)
Equipment:
Company-provided
Job Summary
The Technical Support Representative is responsible for providing basic 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 I look like?
Technical Support & Troubleshooting
Provide basic technical support to customers experiencing technical issues with their products or services.
Identify and troubleshoot technical problems, and provide timely, effective, and empathetic solutions.
Address key platform issues, focusing on our top call/ticket drivers:
User management requests
Failed session handling
Troubleshooting overlay issues
Communicate t
echnical solutions to non-technical customers in a clear, concise, and easy-to-understand manner.
Escalate complex technical bugs and deep-rooted issues to higher-level team members as necessary.
Customer Experience & Digital Communication
Provide first-level support to assist with complex customer inquiries strictly via
email and cha
t
(no phone support required).
Interact with every customer with kindness, extreme professionalism, and a high level of empathy.
Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and provide additional support if needed.
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times to ensure customer satisfaction and loyalty.
Tools, Tracking & Collaboration
Manage and triage tickets utilizing digital support tools (currently using
Intercom
, with an upcoming transition to
Zendesk
soon).
Document customer interactions and technical issues thoroughly in a customer relationship management (CRM) system.
Coordinate and communicate internally using
Slack
and proprietary internal communication tools.
Collaborate cross-functionally with other departments as needed to resolve customer issues.
Operations & Performance
Adhere to company policies and procedures.
Meet or exceed performance targets for related KPIs.
Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.
Perform other duties as assigned.
What are the qualifications of a Technical Support Representative I?
Basic Qualifications (Non-Negotiable)
Minimum of
one (1) year of experience
in a technical support role.
Minimum of
six (6) months of experience
in a customer support role.
SaaS (Software-as-a-Service) background is an absolute must-have.
Good communication skills, both verbal and written, optimized for high-quality email and chat communication.
High proficiency in using computer applications and software.
Ability to work
PST working hours
and commit to a 24/7 shifting schedule (including night shifts and weekends).
Preferred Qualifications
Experience using a CRM is preferred.
Familiarity with help desk software (such as Intercom or Zendesk) is a plus.
Ninja Perks and Benefits
Competitive Compensation
Retirement Savings Program
with Company Matching to support your long-term financial goals.
Life insurance coverage
.
HMO coverage starting on Day 1
.
Free dependent coverage
, with one (1) dependent covered upon regularization and a second (2) dependent added after one year of service.
Paid time off plus birthday leave
Opportunities for skills training
and personal and professional development.
Employee Referral Program
with rewards for successful referrals.
_____________________
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.
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