basic Technical Support RepresentativeSupportNinja

Position Title: Technical Support Representative
Job Location: Clark Freeport Zone, Pampanga
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:
To interact with the customers/clients in order to answer questions, resolve support issues, improve credibility, and nurture relationships.
Job 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 train 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
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
At least one year of experience or equivalent education supporting networking protocol hardware and software and/or mobile networking support
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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Philippines
Permanent
Full-time