Technical Support Representative II (SaaS, Telecom/VoIP)

Work Setup: Remote

Equipment: BYOD (Windows)

Schedule: 8am to 5pm CT | M-F

As a Technical Support Representative II, you will be responsible for providing exceptional customer service and technical support to our clients via chat, email and voice channels. This is a full-time role based in Metro Manila. You will be an integral part of our growing IT support team, working collaboratively to ensure our customers receive prompt and effective assistance with their technical queries and issues.

What does a day in the life of a Technical Support Representative II look like? 

• Provide exceptional technical support to customers via phone, email, and chat.

• Handle complex technical issues across multiple client's products, CMMS, Edge, Zendesk and DataHub.

• Troubleshoot issues that require in-depth technical knowledge and advanced problem-solving skills.

• Troubleshoot Telco/VoIP-related issues, including voice connectivity, call quality, and call routing concerns.

• Troubleshoot web-based applications, including browser settings, WebRTC, and desktop-to-cloud integrations.

• Perform real-time verbal troubleshooting and guide non-technical customers through technical resolutions without relying on visual assistance.

• Manage support content and video management.

• Work with Engineering teams to resolve issues and provide feedback to product development teams.

• Handle escalations from Tier 1 Support Representatives.

• Offer "premium Support" to key customers.

• Create custom reports and dashboards.

• Provide accurate information about products and services to customers

• Recommend appropriate workarounds for customers, network hardware, software, and call flow routing/design elements

• Develop a deep understanding of client services or products including features, functionality, connectivity and integrations

• Follow up with customers to ensure that their issues have been resolved to their satisfaction

• Properly and accurately document customer interactions and technical issues in the organization’s CRM

• Assist customers by providing product demonstrations, training sessions and best practices as needed

• Provide regular updates to leadership regarding customer feedback and support 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

What are the required qualifications for a Technical Support Representative II?

• 2+ years of experience in a customer-facing technical support role, specifically supporting Telecom/VoIP, web-based, and cloud-based applications.

• Experience with WebRTC and browser-based communication technologies.

• Experience supporting UCaaS/CCaaS platforms.

• Strong problem-solving and analytical skills with the ability to think critically.

• Excellent communication and interpersonal skills, both written and verbal.

• Proficiency in using various software applications and IT troubleshooting tools.

• Ability to work effectively in a fast-paced, dynamic environment.

• Passion for delivering outstanding customer service and a commitment to continuous learning.

• Familiarity with Intercom and SQL scripting is a plus

• Preferably with US Based clients experience and Zendesk Experience.

Work Environment:

• Software Application Support (SaaS Application).

• Support: Email, Chat and Voice.

Ninja Perks and Benefits

• 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

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/hmJFxjxSG96RpiQpdD7-M

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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