Technical Support Representative III (SaaS) - Quezon City

Start Date: ASAP

• 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 provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Report system issues to leadership
• 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
• Create and update knowledge based articles, FAQs, and troubleshooting guides to help customers and junior support staff
• Manage escalations from junior support teams and ensuring that issues are resolved effectively and efficiently
• Serve as a mentor to other team members when needed
• 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 KPIs
• Perform other duties as assigned

• 2+ years experience in a technical support role or equivalent, preferably in a call center environment (SaaS Support)
• Strong communication skills, both verbal and written
• Advanced technical troubleshooting skills in hardware, software, and/or network systems
• Proficiency in using computer applications and software
• Experience using a CRM preferred, but not required
• Previous experience as a mentor preferred

• 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
• Free lunch provided daily

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/ihqHu-K-6YJNo6iNRF3Th

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