SupportNinja
SupportNinja
1,001 – 5,000 Employees
B2BSaaS
SupportNinja provides flexible outsourcing services for businesses that need to expand their capabilities without proportionally increasing internal headcount. Its work spans customer experience, customer and technical support, content moderation, data processing, and finance and accounting. The company combines tailored service delivery with AI-enabled solutions to help more than 200 businesses improve operations and pursue growth. Founded in 2015, SupportNinja operates in the B2B and SaaS space.

Technical Support Representative, Hardware Support (Remote Philippines)

SupportNinja is hiring a Technical Support Representative to troubleshoot laptop hardware and other customer technology issues remotely from the Philippines. The role involves documenting solutions in a CRM and working a Tuesday-to-Saturday schedule.

Description

  • Deliver basic through advanced technical assistance to customers with technology problems
  • Diagnose technical issues and provide prompt, effective resolutions
  • Explain technical solutions in clear language to customers without technical backgrounds
  • Classify and route support tickets accurately
  • Contact customers after support interactions to verify resolution and offer further assistance
  • Refer complex technical concerns to senior team members
  • Record customer communications and issue details in the CRM
  • Deliver attentive customer service that supports satisfaction and retention
  • Follow established company policies and procedures
  • Achieve or surpass performance goals for applicable KPIs
  • Build product, service, and process expertise through training and ongoing learning modules
  • Work with other departments to resolve customer concerns
  • Treat customers and colleagues with a positive, empathetic, and professional approach
  • Handle additional responsibilities as assigned

Requirements

  • At least six months of technical support experience or an equivalent background is preferred
  • Strong written and verbal communication abilities
  • Comfort using computer applications and software
  • Prior CRM experience is preferred
  • Hands-on desktop and laptop support experience, primarily with hardware
  • Availability for the specified Tuesday-to-Saturday and rotating-shift schedule
  • A work-from-home setup with a Windows 11 BYOD workstation is required

Benefits

  • Competitive compensation
  • Government-mandated benefits
  • Retirement savings plan with company matching
  • Life insurance coverage
  • HMO coverage starting on the first day
  • Paid time off
  • Birthday leave
  • Bonus and incentive programs
  • Training plus personal and professional development opportunities
  • Employee referral program
  • Attractive office facilities for onsite employees
  • Daily complimentary lunch for onsite employees
  • Round-the-clock shuttle service for onsite employees

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