SupportNinja

Sales

• Ensure revenue enablement tools are correctly provisioned and supported (users, permissions, groups, licenses) in line with documented SOPs
• Keep request intake organized with clear status and timely responses
• Execute tasks associated with core tech stack
• Execute routine hygiene and publish/maintenance tasks using documented SOPs
• Monitor support channels (e.g., Slack support channels) and the Notion request form
• Log each request in Notion
• Maintain clear request status from intake through closure; provide timely updates
• Escalate items outside SOPs or requiring approvals per the escalation guidelines
• Submit and track vendor/IT tickets when needed; maintain a simple ticket log (status/ETA/impact) and document resolutions for repeat issues
• Provision new users across core tools (Salesloft, Gong, Seismic, Leadbeam, Sales Nav, and Sendoso)
• Maintain roles/groups/permissions where allowed; keep team structure aligned (team swaps, vertical/segment changes)
• Offboard users by removing access and deactivating profiles per SOP and within SLA
• Maintain license inventory (assigned vs. available) and report license needs to the Rev Enablement owner
• Run monthly usage audits in core tools and share findings with stakeholders
• Assign new hire learning paths/training where defined
• Send reminders for incomplete lessons
• Maintain content hygiene as assigned (naming conventions, tags, archiving/retiring per direction)
• Create Groups & Smart Groups
• Assign phone numbers and SMS capabilities as needed; support international number requests
• Upload approved content and maintain naming conventions
• Audit low-performing or rarely used cadences and share a summary; deactivate/archive only when instructed
• Add keyword trackers as assigned
• Input pre-written Smart Tracker / scorecard prompt content
• Post enablement updates to Slack using provided templates; schedule messages when requested

Sales Admin Specialist

Support Engineer

• Provide basic technical support to customers who are experiencing technical issues with their products or services
• Identify and troubleshoot technical problems, and provides 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 improves 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.

Technical Support Representative

• 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
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• 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
• Adhere to company policies and procedures
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Meet or exceed performance targets for related KPIs

Technical Support Representative II

• 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 improves 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

• Provide basic technical support to customers who are experiencing technical issues with their products or services
• Identify and troubleshoot technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improves 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
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs

• Provide advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service
• Identify and troubleshoot advanced technical problems, and provides timely and effective solutions to customers
• Communicate technical solutions to non-technical customers in a clear and concise manner
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• 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
• Adhere to company policies and procedures

Technical Support Representative II, Part Time

Data Entry

• Manually downloading bills from the utility website and uploading them to the company portal
• Execute fast, accurate non-voice transaction processing including data parsing, data entry, and updating information
• Closely follow process workflows and support in implementing initiatives and projects as directed by leadership
• Solicits and readily accepts constructive feedback
• Eager to learn new systems and processes
• Demonstrates close attention to detail and thorough review of one’s work with a focus on quality
• Understands the value of workflows, efficiency, and accuracy when processing repetitive operational tasks with high accountability
• Solutions-focused, viewing challenges as an opportunity to resolve problems and work through them
• Exhausting available resources and materials to resolve issues but knows how to seek consultation from peers and seniors when needed
• Exhibits good stakeholder management, ensuring client expectations are set and able to recalibrate when necessary
• Expresses ideas and suggestions in support of the team’s success
• Sees tasks through to completion and offers support as needed
• Able to communicate clearly and effectively with fellow consultants, leadership, and client contacts
• Collaborates closely with team leader/manager regarding issues or concerns with daily tasks and activities
• Sending questions to POC at end of the day regarding any issues with utility accounts
• Perform other duties as assigned.

Data Entry – Seasonal

Customer Support

• Handles customer inquiries via a maximum of two communication channels such as phone, email, or chat
• Resolves complex customer issues in a timely and efficient manner
• Document customer interactions in the organization’s CRM
• Manage high-pressure situations maintaining professionalism and composure
• Adhere to company policies and procedures
• Collaborate with other departments to resolve customer issues

Customer Service Representative II

Analyst

• Monitor real-time operations, queues, staffing conditions, and workforce performance to support SLA attainment and operational stability
• Analyze intraday performance trends, staffing gaps, schedule adherence, shrinkage, occupancy, and service level impacts using workforce management tools and reporting platforms
• Recommend and execute real-time adjustments to staffing, schedules, skilling, and call routing to optimize coverage, productivity, and customer experience
• Coordinate with Workforce Schedulers, Planners, Operations leaders, and Service Delivery teams to address intraday staffing needs and operational risks
• Manage planned time off allocations and intraday schedule modifications to maintain balanced staffing coverage across supported programs
• Identify operational risks, performance variances, and service level impacts and escalate concerns appropriately to leadership and stakeholders
• Provide workforce insights, operational reporting, and performance observations using available WFM platforms and productivity monitoring tools
• Support near-term schedule optimization activities to align staffing coverage with forecasted demand and business requirements
• Maintain accurate workforce records, reporting outputs, and operational documentation related to real-time management activities
• Support continuous process improvement initiatives related to workforce efficiency, reporting accuracy, scheduling effectiveness, and operational performance
• Collaborate with cross-functional teams to resolve operational issues impacting workforce performance and customer experience
• 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
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

Senior Real-Time Analyst

Accounting Manager

• Handle inquiries via phone and email, specifically addressing issues related to invoices, payments, statements, and account balances
• Process a high volume of accounting transactions efficiently and accurately, including accounts payable, accounts receivable, and general ledger entries
• Follow directions on method and processes of account reconciliations, trouble-shooting and escalating issues as needed
• Respond to customer emails and calls in a courteous, professional, and timely manner
• Reconcile bank statements and identify discrepancies
• Prepare and maintain accurate accounting reports and documentation
• Own account reconciliations during the month-end closing procedures
• Ensure adherence to Generally Accepted Accounting Principles (GAAP) and internal accounting controls
• Stay up-to-date on company policies and procedures related to accounting practices
• 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
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

Sales Admin Specialist

Technical Support Representative

Technical Support Representative II

Technical Support Representative

Technical Support Representative II

Technical Support Representative II, Part Time

Data Entry – Seasonal

Customer Service Representative II

Senior Real-Time Analyst

General Accounting Specialist II, US GAAP, NetSuite

Technical Support Representative II