What does a day in the life as a Support Web Technician (TSR III) look like?

• Customer Assistance:
  • Respond promptly to incoming tickets, emails, and calls from customers regarding software-related questions and issues.
  • Provide step-by-step guidance on system usage, configurations, and daily processes.
  • Manage and maintain personal ticket queue(s) to ensure daily responses to customers.
  • Walk customers through software related troubleshooting steps over the phone, via chat, or email (e.g., restarting devices, checking connections, resetting passwords).
  • Identify and troubleshoot web related issues with ARI web-based products. Handle and maintain daily web notifications regarding web related products being down.
  • Handle and maintain SLL renewals for web hosted companies.
  • Assist with Tier 1 Technical Support items related to our desktop software.
• Issue Resolution:
  • Diagnose and resolve common software challenges, escalating complex technical issues to the appropriate teams as needed.
  • Document and track all customer interactions in the ticketing system to ensure proper follow-up and resolution.
  • Once an issue is resolved, close tickets with appropriate notes and ensure customer satisfaction.
• Knowledge Sharing:
  • Educate customers on best practices for using the software, ensuring they maximize its features and functionality.
  • Contribute to the development and maintenance of a knowledge base by documenting FAQs, solutions, and common troubleshooting steps.
  • Collaborate with teammates to share insights and solutions for reported issues.
• Customer Advocacy:
  • Act as the voice of the customer by identifying recurring issues or pain points and communicating them to the Prod/QA teams.
  • Ensure a high level of customer satisfaction by delivering friendly, empathetic, and professional support.
• Soft Skills:
  • Capable of managing responsibilities independently, ensuring timely completion of work with minimal oversight.

What are the required qualifications for a Support Web Technician (TSR III)?

Ninja Perks and Benefits

• Remote setup
• 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/8YTAKK5YQG1oaM2lbY1lf

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.

#supportninjajobs