SupportNinja
SupportNinja
1,001 – 5,000 कर्मचारी
B2BSaaS
SupportNinja उन व्यवसायों के लिए लचीली आउटसोर्सिंग सेवाएँ प्रदान करता है, जिन्हें आंतरिक कर्मचारियों की संख्या में समान अनुपात में वृद्धि किए बिना अपनी क्षमताओं का विस्तार करना होता है। इसका कार्य ग्राहक अनुभव, ग्राहक और तकनीकी सहायता, कंटेंट मॉडरेशन, डेटा प्रोसेसिंग तथा वित्त और लेखांकन तक फैला हुआ है। कंपनी अनुकूलित सेवा प्रदान करने के साथ AI-सक्षम समाधानों का संयोजन करती है, जिससे 200 से अधिक व्यवसायों को अपने संचालन में सुधार करने और विकास की दिशा में आगे बढ़ने में सहायता मिलती है। 2015 में स्थापित SupportNinja B2B और SaaS क्षेत्र में कार्य करता है।

Senior Technical Support Analyst, Philippines (Remote)

SupportNinja is seeking a senior analyst to resolve complex technical issues across systems, applications, and infrastructure. The role also involves root-cause analysis, mentoring support analysts, and improving support processes.

विवरण

  • Resolve complex and escalated technical issues through advanced support and troubleshooting.
  • Investigate recurring or high-impact problems to identify their root causes.
  • Create and maintain knowledge base articles, troubleshooting guides, and other technical documentation.
  • Coach less experienced analysts and provide technical guidance.
  • Work with engineering and product teams to investigate escalated issues.
  • Spot patterns in support cases and suggest improvements to processes or products.
  • Track and report support metrics, including case volume and resolution time.
  • Follow company policies and procedures.
  • Achieve performance goals for relevant KPIs.
  • Build technical support expertise through training and ongoing learning.
  • Coordinate with other departments as needed.
  • Treat customers and colleagues with empathy and professionalism.
  • Take on other duties as assigned.

आवश्यकताएँ

  • At least two years of experience in technical support, systems support, or a related IT role.
  • Advanced troubleshooting skills across systems, applications, or infrastructure.
  • Strong analytical ability to find root causes of complex technical problems.
  • Experience mentoring or guiding junior support staff.
  • Proficiency with ticketing systems, remote support tools, and technical documentation platforms.
  • Strong written and spoken communication skills, including explaining technical details to varied audiences.
  • Working knowledge of the systems, networks, or applications supported in this role.
  • Availability to handle escalations outside standard business hours when needed.

लाभ

  • Competitive compensation.
  • Government-mandated benefits.
  • Retirement savings program with company matching.
  • Life insurance.
  • HMO coverage from the first day.
  • Paid time off.
  • Birthday leave.
  • Bonus and incentive plans.
  • Skills training and personal and professional development opportunities.
  • Employee referral program.
  • Company-provided equipment.

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