SupportNinja
SupportNinja
1.001 – 5.000 Angajați
B2BSaaS
SupportNinja oferă servicii flexibile de externalizare pentru companiile care au nevoie să își extindă capacitățile fără să își mărească proporțional numărul de angajați interni. Activitatea sa acoperă experiența clienților, asistența pentru clienți și suportul tehnic, moderarea conținutului, prelucrarea datelor, precum și finanțele și contabilitatea. Compania combină furnizarea de servicii adaptate cu soluții bazate pe inteligență artificială pentru a ajuta peste 200 de companii să își îmbunătățească operațiunile și să urmărească dezvoltarea. Înființată în 2015, SupportNinja activează în domeniile B2B și SaaS.

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.

Descriere

  • 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.

Cerințe

  • 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.

Beneficii

  • 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.

Locuri de muncă similare

Viz.ai

Finance and Accounting Manager

Viz.ai

Lead Israeli accounting, financial planning, and reporting for Viz.ai’s healthcare AI business, while managing a Staff Accountant. Oversee R&D forecasts, product reviews, and AWS cost analysis in partnership with finance teams in Israel and the U.S.

Deschide
Grynia Consulting GmbH

Part-Time Financial Accountant in Düsseldorf

Grynia Consulting GmbH

Part-time financial accountant for a manufacturing company operating across Europe, based in Düsseldorf. The role covers day-to-day bookkeeping, closing activities, payment reminders and collections, and improving finance processes.

Deschide
Japan - The Government of Japan

Assistant Finance Manager

Japan - The Government of Japan

Oversee accounting, reporting, and financial close activities for internationally focused clients in a hybrid role. Take on broader finance responsibilities over time, with the opportunity to move into an Accounting or Finance leadership position within 18 months.

Deschide