Junior Technical Support Representative

Ninth Wave•New York, NY

38d•Hybrid

About The Position

Ninth Wave is seeking a Junior Technical Support Representative (JTSR) to join the Ninth Wave Team. Their primary focus will be to support clients and their use of Ninth Wave’s platform. The JTSR will be a L1 resource trained on Ninth Wave Platform (NWP) to own triage and first-touch support. They would act as a frontline triage agent handling client-facing interactions such as login issues, product usage questions, and common API configuration problems. The JTSR filters and enriches tickets before they reach JPSS, reducing noise and allowing JPSS to focus on true production-impacting issues. This role will report to the Head of Customer Success.

Requirements

1-2 years of experience in a similar role
Strong communication and problem-solving skills
Basic API and SaaS understanding
CRM/ticketing tools (Jira, Salesforce)
Ability to translate technical issues for non-technical users.
Customer-focused mindset
Basic knowledge of PFM, ERP and Treasury software
This role is hybrid/in-office and requires regular presence at our NYC headquarters
Collaborate in-person with teams at our New York City office to drive initiatives

Responsibilities

Reduce ticket routing delays by properly categorizing and escalating only technical issues that require L2/L3 intervention.
Own knowledge base updates, ensuring frequently asked client questions are documented and reusable by the L1 team.
Act as the voice of Ninth Wave, ensuring customers get quick, clear, and accurate responses.
Assist in onboarding clients, providing API usage guidance before issues even arise.
Escalation role: If an issue exceeds their technical scope (e.g., system errors or complex API debugging), they escalate to L2 (Implementation) with well-documented reproduction steps, making L2 investigation faster.

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