We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

This is an onsite position at The Sanctum, North EDSA, Quezon City.

What does a day in the life as a Technical Support (SaaS) look like?

Communicate with customers over email, chat, and phone

Triage Inbound Support tickets by categorizing them according to predefined requirements

Manage and resolve Tier 1 Tickets, escalate Tier 2 tickets to Tier 2 team and file Jira tickets for the R&D team.

Work with the Education team to create knowledge articles for the customers.

Become a product expert and provide customers with best practices on product usage.

Bring your creative thinking, strategies, and ideas to advance growth

Learn from others and develop yourself as a customer service professional

What are the required qualifications for a Technical Support (SaaS) ?

2-3 years of experience in a successful customer support role in a B2B SaaS company

Have excellent verbal and written communication skills in English

Available to work in rotating shifts to support our 24/7 coverage

Familiar with Zendesk and Jira

Someone who enjoys talking to people

A great communicator who can easily explain complex issues

Have a customer-focused attitude and put customers first in all interactions

Goal-oriented, motivated, and able to adapt quickly

High level of organization and great attention to detail

Uses a great sense of humor to overcome any obstacle

Managing and resolving support tickets is a breeze for you

Having these qualifications are helpful, but not required

Basic knowledge of HTML and CSS

Additional Information

#abetterwaytogrow

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 (for onsite employees)

● Free lunch provided daily (for onsite employees)

Experience

infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

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.

Supportninja

Technical Support (SaaS)