Technical Support Representative II

Ninja Partners LLC•Texas, US, TX

2d•Remote

About The Position

The Technical Support Representative II is responsible for providing basic technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.

Requirements

Minimum of 2 years of experience in technical support or equivalent, preferably in a call center environment
Strong communication skills, both verbal and written
Advanced technical troubleshooting knowledge in hardware, software, and/or systems
Critical thinking skills
Proficiency in using computer applications and software

Nice To Haves

Experience using a CRM preferred

Responsibilities

Provide basic technical support to customers who are experiencing technical issues with their products or services
Identify and troubleshoot technical problems, and provides timely and effective solutions to customers
Communicate technical solutions to non-technical customers in a clear and concise manner
Escalate complex issues to higher-level team members as necessary
Document customer interactions and technical issues in a customer relationship management (CRM) system
Provide feedback on product improvements and enhancements based on customer feedback and technical issues
Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
Collaborate with other departments as needed to resolve customer issues
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs