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SupportNinja
SupportNinja
1001 – 5000 Zaposleni
B2BSaaS
SupportNinja podjetjem, ki želijo razširiti svoje zmogljivosti brez sorazmernega povečanja števila notranjih zaposlenih, zagotavlja prilagodljive storitve zunanjega izvajanja. Njeno delo zajema uporabniško izkušnjo, podporo strankam in tehnično podporo, moderiranje vsebin, obdelavo podatkov ter finance in računovodstvo. Podjetje združuje storitve, prilagojene potrebam naročnikov, z rešitvami, ki uporabljajo umetno inteligenco, ter tako več kot 200 podjetjem pomaga izboljšati poslovanje in si prizadevati za rast. Ustanovljeno je bilo leta 2015 in deluje na področju B2B in SaaS.
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Delovna mesta v podjetju

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.

PHFilipiniNa daljavoPolni delovni časSeniorZahtevani Jezik: angleščinaInženir podpore

Opis

  • 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.

Zahteve

  • 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.

Ugodnosti

  • 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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