What does a day in the life of a Technical Support Representative look like?

• Handle User Inquiries via official help center (Intercom-powered support).
• Provide Tier 1 and Tier 2 support, including troubleshooting.
• Escalate complex issues to client's internal team.
• Engage in feedback platform and forum, comment for specific details, and close if completed.
• Escalate high-impact requests and common issues to the internal team via Intercom.
• Convert new feature requests, bug reports, and integration requests into posts on forum via Canny.io Admin.
• Are feature requests from existing paying users.
• Are feature requests from users who have yet to pay.
• Highlight clear reasons for churn.
• Highlight strengths and positive aspects of client.
• Can be showcased as Use Cases.
• Convert solution and use case requests into AI Kits or Use Case posts, or collaborate internally to build them via:
• Collate and provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Content Organization & Documentation
• Help organize, update, and polish articles according to issues raised through user inquiries.

What are the required qualifications for a Technical Support Representative?

• Undergraduates are welcome to apply
• Previous experience in a technical support or equivalent position from a BPO/contact center industry.
  
• Knowledgeable with AI tools and automation
• Good communication skills, both verbal and written
• Proficient in using computers and various software applications
• Knowledge with hardware and software troubleshooting, experience with installations

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
• Beautiful office space (for onsite employees)
• Free lunch provided daily (for onsite employees)
• 24/7 Shuttle Service available (for onsite employees)

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