The Technical Support Representative provides basic to advanced hardware support to customers while ensuring effective troubleshooting and timely issue resolution. They are also responsible for documenting interactions in a CRM system and maintaining high levels of customer satisfaction.
Employment Type: Full-Time
Work Setup: Remote/WAH (BYOD - Windows 11OS)
Start date: Oct 20, 2026 (Tuesday-Saturday)
Schedule: 5 AM - 2 PM MNL or 3 PM - 12 MN (24hrs shifting schedule)
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 of a Technical Support Representative look like?
Provide basic technical support to customers who are experiencing technical issues with their products or services
Identify and troubleshoot technical problems, and provide timely and effective solutions to customers
Communicate technical solutions to non-technical customers in a clear and concise manner
Ensure accurate ticket triaging
Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed
Escalate complex issues to higher-level team members as necessary
Document customer interactions and technical issues in a customer relationship management (CRM) system
Provide excellent customer service to ensure customer satisfaction and loyalty
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
Collaborate with other departments as needed to resolve customer issues
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
Perform other duties as assigned
What are the required qualifications for a Technical Support Representative?
6 months' experience in a technical support role or equivalent preferred
Good communication skills, both verbal and written
Proficiency in using computer applications and software
Experience using a CRM preferred
Desktop/Laptop Support - Mostly hardware (basically everything about the laptop - modular, such as replacement, dismantling the laptop; everything is in the guides)
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)
24/7 Shuttle Service available (for onsite employees)
Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja! Are you ready?
“I was the first applicant for a remote marketing position that got listed on the company website the same day I applied. Had an interview within 48 hours!”
— Sarah J.
·
Marketing Manager
★★★★★
Verified
