SupportNinja

Data Entry

• Enter basic data into the systems, databases or spreadsheets
• Use software tools such as Excel, Word, and Google Sheets
• 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 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

Data Entry – Project-Based

Collections

• Develop and implement effective collection strategies to recover delinquent accounts, exceeding established targets and performance metrics.
• Conduct thorough research and analysis of customer accounts to understand outstanding balances, delinquency history, and potential reasons for non-payment.
• Proactively contact customers with past-due accounts through phone calls, emails, or letters, adhering to ethical collection practices and legal regulations.
• Communicate effectively with customers, demonstrating empathy and understanding while clearly explaining collection procedures and payment options.
• Negotiate and establish realistic payment plans or arrangements to recover outstanding debts, aiming for a win-win resolution for both the customer and the company.
• Process customer payments (including adjustments and credits) with accuracy and efficiency, ensuring adherence to company policies.
• Manage and update customer account records within the collection system or CRM, maintaining data integrity and security.
• Document all customer interactions and collection activities thoroughly and accurately for future reference and audit purposes.
• Analyze collection data (e.g., call volume, payment rates, skip rates) to identify trends and opportunities for improvement in collection strategies, communication approaches, and overall efficiency.
• Collaborate with internal departments (e.g., legal) to ensure adherence to collection laws and regulations, and escalate complex cases as needed.
• Maintain a professional and positive demeanor throughout all customer interactions, even in challenging situations.
• Coach and mentor junior Collection Specialists, fostering a collaborative and knowledge-sharing team environment.
• Stay up-to-date on industry best practices, collection laws, and regulatory changes impacting the collections process.

Collections Specialist II

Team Leader

• Provide effective leadership and supervision to a team of representatives
• Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives
• Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment
• Address employee concerns, conflicts, and performance issues in a timely and effective manner
• Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)
• Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency
• Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows
• Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction
• Stay updated with industry best practices and trends to drive process improvements and innovation within the team
• Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members
• Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles
• Collaborate with other team leads and managers to share best practices and implement consistent processes
• Serve as a point of contact for escalations and handle customer inquiries or complaints as needed
• Contribute to team meetings and participate in organizational initiatives to drive positive change and growth
• Provide reports on team performance as required
• Regularly communicate with clients as needed
• 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
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

Data Engineer

• Design, develop, maintain, and optimize data pipelines that support data integration, transformation, and analytics initiatives
• Develop and maintain data models, data warehouses, and data structures that support reporting, business intelligence, and enterprise analytics
• Extract, transform, validate, and load data from multiple source systems while ensuring data quality, integrity, consistency, and compliance with business requirements
• Support the design, implementation, maintenance, and optimization of the organization’s data architecture and technology platforms
• Develop, maintain, and optimize SQL queries, database objects, and data transformation processes to improve performance and scalability
• Collaborate with Business Intelligence, Analytics, Technology, and business stakeholders to gather requirements and deliver data solutions that support business objectives
• Support data quality initiatives by identifying, troubleshooting, and resolving data inconsistencies, duplicate records, and integration issues
• Prepare and maintain technical documentation, data dictionaries, process documentation, and knowledge base resources to support ongoing operations and knowledge transfer
• Communicate technical concepts, project updates, and data insights effectively to technical and non-technical stakeholders
• Research and evaluate emerging technologies, tools, and best practices to improve data engineering capabilities and operational efficiency
• 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

Implementation Specialist

• Execute implementations for client’s partners, ensuring projects are completed efficiently and effectively.
• Collaborate with various internal stakeholders, championing our customers’ needs.
• Adapt and evolve implementation processes to suit dynamic project requirements.
• Understand and prioritize customer needs, ensuring that their needs are central to the implementation.
• Manage stakeholder expectations, ensuring clear communication and alignment on project goals.
• Collaborate with the Lead Implementation Manager to build out the infrastructure of a new team.
• Help build out the processes and best practices that are to ensure successful delivery of the product.

Implementation Manager – Seasonal

• Collect, clean, organize, and process sets of basic data from various sources
• Validate the accuracy and completeness of the structured datasets
• Maintain data integrity and security
• 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 to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

Data Processor

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