Sr. Technical Support Analyst (SaaS) at Ninja Partners LLC

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

19 Oct, 26

Salary

0.0

Posted On

21 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IoT Hardware Troubleshooting, SaaS Support, Cloud Databases, CRM Salesforce, Technical Troubleshooting, Customer Service, Connectivity Support, Root Cause Analysis, Hardware Repair, Technical Training, Verbal Communication, Written Communication

Industry

Marketing Services

Description

Work Setup: Remote Start Date: ASAP Schedule: 9PM-6AM or 7AM-4PM Manila; M-F fixed RD The Sr. Technical Support Analyst is responsible for providing advanced 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. What does a day in the life of a Sr. Technical Support Analyst look like? * Help customers understand the platform and the tools that can help them propel their business forward. * You will work directly with end users to address questions or technical issues. (IoT Hardware means “Internet of Things” describes physical objects with sensors, processing ability, software, and other technologies that connect and exchange data with other devices and systems over the Internet or other communications networks) * Own end to end support process: investigate hardware issues to determine/record root cause, determine solution and apply hardware repair (replacement components and remote support. * Work cross functionally to explain issues and escalate as needed. * Train customers on capabilities within the platform/product and best practices. * Create the best customer experience in the industry * *IoT Hardware – troubleshooting devices for routing, bridges, sensors, etc. for system activation, security, action specifications, communication, and detection of support-specific goals and actions. * *Support Process: Investigate Issues, Determine/Record root causes, Determine Solutions and Application of Hardware Repair. What are the required qualifications for a Sr. Technical Support Analyst ? * 3 Years + for Sr. Tech and 2-3 years for L3 experience as Frontend Technical / Customer Service (Hardware (IoT) + Connectivity + SAAS Solution) * Knowledgeable and experience in working with databases on a cloud environment * Must have a high school diploma or equivalent * Must be 18 years of age or older * Preferably in a call center environment - 3 years+ * Previous client facing experience preferred * Strong communication skills, both verbal and written - voice, email, and chat * Strong knowledge and understanding of customer service and technical support principles and practices - 3 years+ * Proficiency in using customer service software and tools such as CRM - Salesforce and/or any - 3 years+ * Proficient in using computers and various software applications 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 * Free lunch provided daily 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: #Supportninjajobs

Responsibilities

Provide advanced technical support for SaaS and IoT hardware, focusing on troubleshooting, root cause analysis, and hardware repair. The role involves guiding end-users on platform capabilities and collaborating cross-functionally to resolve complex issues.