Remote_Tier 2 - Client based IT Support Specialist

Position Title: Remote_Tier II Client Based IT Support Specialist - PH

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 are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.

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, Bill and Melinda Gates Foundation, SeatGeek, and more.

Be a Ninja and enjoy the following benefits:

• Fun, fast-paced environment where you can stretch your creativity
• Stress-free start up accounts
• HMO upon hire + 1 dependent upon regularization!
• Life Insurance upon hire
• 10 Paid time off upon regularization + 1 Birthday leave every year!
• Competitive Salary

Primary Objectives:

Technical Support Representative will listen then analyze, troubleshoot and resolve technical issues for voice, internet or data installation and connection issues. You may remotely configure and troubleshoot client's equipment or simply educate customers. In the event the issue cannot be resolved, you would escalate the call to the next tier of support or arrange dates, times & access arrangements for a service call. Some companies also ask their Tech Support employees to sell additional services. You'll utilize multiple computers and databases to record the results of your interactions. This is a position with plenty of growth potential.

Main Duties and Key Responsibilities

• Conduct basic troubleshooting using standard guides/questionnaires to resolve issue ▪ Collect customer troubleshooting data as needed
• Provides basic to advanced troubleshooting to device and/or account of the customer
• Conducts basic to advanced account and/or device walkthroughs
• Researches customers’ concern to provide appropriate resolution
• Solve common problems such as installation and desktop setup issues
• Create tickets for Level 3 support as needed
• Ensure all tickets are closed with customer acceptance
• Maintain/update all product support documentation
• 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.
• Creates and maintains knowledge base articles to foster customer self-help tools available on-line

Qualifications:

• Knowledge of log collection for macOS, Linux and Windows to help with the root cause analysis.
• At least two years of experience or equivalent education supporting networking protocol hardware and software and/or mobile networking support.
• Problem solving and troubleshooting of Windows, Linux and macOS software installations and Operating Systems (mainly Windows)
• 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.

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.

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