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Technical Support Representative
SupportNinjaTechnical Support Representative providing basic technical support to customers remotely. Communicating solutions effectively, ensuring satisfaction and loyalty through excellent service.
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- 6 months experience in a technical support role or equivalent preferred
- Good communication skills, both verbal and written
- Ability to communicate technical information to a non-technical audience
- Critical thinking skills
- Proficiency in using computer applications and software
- Experience using a CRM preferred
Benefits
Comp & perks- Competitive compensation
- Medical, dental and vision insurance
- Paid time off
- Birthday leave
- Opportunities for skills training and personal and professional development
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingticket triagingcustomer interaction documentationKPI performance targetsproblem-solving
Soft Skills
communication skillscritical thinkingempathyprofessionalismcollaboration