About this position
Work Setup: Remote
Start Date: ASAP
Equipment Provision: Bring Your Own Device
Schedule: TBD
What does a day in the life of a Technical Support Representative II (Operations Specialist) took like?
- Proactively charm current users and drive engagement by solving any problems that might arise and answering their product-related inquiries through email, chat, and phone.
- Actively engage potential new users by selling the product in an inviting way, by highlighting current features of the product and enhancements soon to come.
- Provide artists (whether a user or not) with advice on how to best achieve their professional goals by leveraging the company’s impressive amount of expertise.
- Troubleshooting technical problems on the platform while working with the customers to identify and confirm the issue
- Effectively communicate with the product team to fix the issue in a timely manner
- Relate bug reports, feedback, and ideas from customers to stakeholders within the organization
- Proactively communicate possible solutions to common customer problems
- Display ownership of assigned projects outside of traditional Customer Support duties- we don’t just want you to be a worker drone, we want to get you involved in other areas of the business to further develop your career.
What are the required qualifications for a Technical Support Representative II (Operations Specialist)?
- Minimum of 2 years of experience in technical support or equivalent, preferably in a call center environment
- You are focused, and understand the importance of effective, warm, professional, and timely communication.
- You possess empathy and can identify with users who may be frustrated, and you are able to calm them while addressing their issue.
- You possess a measure of tech savvy beyond that of an average tech user, and are no stranger to browsers, operating systems, and connectivity issues.
- You can learn new digital platforms and software with ease.
- You can easily determine all the necessary details to troubleshoot an issue, and easily map out all the avenues of testing to determine the source of a technical problem.
- You are self-motivated and are able to self-manage.
- You display ownership, and are capable of seeing both day-to-day tasks and larger projects through to completion with little oversight.
- Strong communication skills, both verbal and written
- Advanced technical troubleshooting knowledge in hardware, software, and/or systems
- Proficiency in using computer applications and software
- Experience using a CRM preferred
- Familiarity with basic HTML, CSS, Javascript or other coding is a big plus
Ninja Perks and Benefits
*Full time employees
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?
If you are interested, you can access your instant interview here: https://alpharun.com/i/IYISSWc9vEbUQ5w5y4sgF
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.