Job Description

Why we’re awesome?

SupportNinja is redefining the outsourcing space. Our mission is to “Show the World a Better way to Outsource”.


What does this mean?

We work with some of the world's most disruptive companies across the tech, lifestyle, music, and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world’s largest nonprofits.

Our client roster includes HotelTonight, Warner Music/Level, SeatGeek, and more. SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.

Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!

Responsibilities:

• Provides support to consumers and small/medium size businesses (SMB).
• Provides basic technical support to customers by phone, chat, and email.
• Researches customers' concerns to provide appropriate resolutions.
• Creates and maintains case management records of daily problems and remedial actions taken. or installation activities.
• Interfaces with customers regarding other vendors' equipment to find solutions to customer's concerns.
• Develops training materials and procedures, or trains users in the proper use of hardware or software.
• Creates and maintains knowledge base articles to foster customer self-help tools available on-line.
• Additional duties as assigned Will be covering Phone and Email, eventually chat as well.

Qualifications:

• At least one year of experience or equivalent education supporting networking protocol hardware and software and/or mobile networking support.
• General knowledge of DNS, DHCP, Wi-Fi, WAN, LAN, TCP/IP, UDP, and how they function in a network environment Knowledge of transmission, broadcasting. switching, control, and operation of telecommunications systems.
• Familiar with networking hardware and software issues Knowledge of major Operating Systems, Windows 2000. Windows, Vista, XP. Windows 7, Mac OS/X Excellent communication, interpersonal, organizational and presentation skills.
• Experience with PPoE, VPN, IPSEC, PPTP, WDS a plus.
• Must be willing to submit to a pre-employment background check and drug screen.
• Must be able to provide two professional references.
• Excellent spoken English, experience in handling troubleshooting calls.
• Strong English writing skills, experience in supporting businesses (B2B).Experience in documenting workflows for knowledge base building Attention to detail.
• Empathy skills are a must in working with truck drivers.
• Experience in ticket handling Comfortable in connecting with multiple parties to solve queries (in team communication).
• Critical thinker, comfortable reading specifications and regulations.

Nice to Have

• Experience with Zendesk and/or Talkdesk.

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.