Technical Support Representative (Multi-Channel | Healthcare)

Are you a detail-oriented, customer-focused technical support professional ready to support critical business operations and drive service continuity for an industry leader? As our next Technical Support Representative II, you will play a vital role in providing advanced technical support, troubleshooting complex problems, and ensuring customer satisfaction and loyalty.

• Work Setup: PH - Remote  
• Equipment: Bring Your Own Device (BYOD) 
• Start Date: ASAP  

Job Summary

The Technical Support Representative II is responsible for providing 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.  

Key Responsibilities & Strategic Objectives

• Advanced Technical Support: Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service.  

• Problem Identification & Troubleshooting: Identify and troubleshoot advanced technical problems, and provide timely and effective solutions to customers.  

• Clear Communication: Communicate technical solutions to non-technical customers in a clear and concise manner.  

• Issue Escalation: Escalate complex issues to higher-level team members as necessary.  

• CRM Documentation: Document customer interactions and technical issues in a customer relationship management (CRM) system.  

• Product Feedback: Provide feedback on product improvements and enhancements based on customer feedback and technical issues.  

• Continuous Learning: Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.  

• Cross-Functional Collaboration: Collaborate with other departments as needed to resolve customer issues.  

• Professional Attitude: Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.  

• Policy & KPI Adherence: Adhere to company policies and procedures and meet or exceed performance targets for related KPIs.  

What Does a Day of a Technical Support Representative II Look Like?

• Multi-Channel Support: Handling customer inquiries across email, tickets, phone, and web portals.  

• Remote IT Support: Providing remote IT support and end-user support including the troubleshooting and administration of desktops, laptops, mobile devices, printers, peripherals, and telephony.  

• Hardware & OS Configuration: Installing and configuring computer hardware, operating systems, and applications.  

• Account Administration: Administering user accounts for Active Directory, Office 365, Zoom, and Absorb, including handling new user accounts, security, and related tasks.  

• Issue Resolution & Documentation: Diagnosing advanced technical problems, executing timely solutions, and logging all customer interactions accurately in CRM systems.  

What Does a Qualified Candidate Look Like?

• Experience Requirements: A minimum of 2 years of experience in technical support, preferably in a call center environment.  

• Industry Background: At least 6 months of experience and knowledge of healthcare environments and workflows (non-negotiable).  

• Core Competencies & Technical Skills: Advanced technical troubleshooting knowledge in hardware, software, and/or systems. Proficiency in using computer applications and software, with experience using a CRM preferred.  

• Communication Skills: Strong communication skills, both verbal and written, with the ability to explain technical solutions clearly to non-technical customers.  

Ninja Perks & Benefits

• Competitive compensation  

• Adherence to government-mandated benefits  

• Retirement Savings Program with Company Matching  

• Life Insurance  

• HMO activated starting on your very first day.

• Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second dependent added after one year of service.

• Paid Time Off & Birthday Leave

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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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