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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.



 

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What does a day in the life as a Application Support (SaaS or Web) look like?
  • Provides advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service via phone, email or chat.
  • Identifies and troubleshoots technical problems, and provides timely and effective solutions to customers.
  • Leverage knowledge to provide technical analysis, assess needs, uncover errors (user error or platform bugs) and provide solutions.
  • Acquire proficiency in the use and configuration of the clients products through customer-led training.
  • Work alongside the Product Support team to gather requirements, design and implement custom solutions for customers.
  • Provide customer specific configuration for products, review and validate solution designs produced by other Services team members
  • Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from the product.
  • Closely follow process workflows and support in implementation of initiatives, projects as directed by leadership and the client.


What are the required qualifications for a Application Support (SaaS or Web)?
  • 4-year college degree or equivalent business experience
  • Minimum 2 years of Technical Support with hands-on working experience in configuration, customization, and implementation of SaaS applications.
  • Excellent communication (written and verbal), problem solving and management skills.
  • Minimum of 3 years of technical support background that involves application support and API troubleshooting.
  • Good written and oral communication skills in English
  • A high level of process-orientation, digital organization, and resourcefulness
  • Ability to work effectively in sensitive and high-stress situations
  • Ability to work in a fast paced environment and multi task
  • Consistently perform with high accuracy and attention to detail
  • Basic knowledge working with Google Sheets, Excel, etc.


Nice-to-have qualifications:
  • Prior experience in Event Marketing
  • Working knowledge of the following:
  • Projec Management Softwares
  • HTML, JavaScript (JQuery/Node.js), CSS
  • Previous experience of working with complex and nuanced products.
  • Proficiency in Google Docs, Microsoft Office, social media management tools, and relevant software programs.


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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.

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