Tier 2 Technical Support Representative

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.

Responsibilities:

• Provide exceptional technical support to customers via phone, email, and chat.
• Handle complex technical issues across multiple products, CMMS, Edge, and DataHub. 
• Troubleshoot issues that require in-depth technical knowledge and advanced problem-solving skills.
• 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.

Qualifications:

• 3-5 years of technical support experience
• In-depth technical knowledge and understanding of software, APIs, and databases
• Familiarity with customer service software and ticketing systems
• Experience with data analysis and reporting
• Familiarity with Intercom and SQL is a plus

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.