It Support Technician Jobs

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.

As a Support Technician, you will supply the best-in-class support to direct consumers on all technical support needs. Use company-provided tools to troubleshoot and solve customer technology problems. The Support Technician will maintain a high level of customer satisfaction with a focus on first-call resolution. What does a day in the life of a Support Technician look like?

• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Prioritize and manage several open issues at one time
• Research and identify solutions to hardware issues
• Ensure all issues are properly logged
• Track computer system issues through to resolution, within agreed time limits
• Provide consultative advice on how to upgrade, customize, build computers (laptop)
• Ask customers targeted questions to quickly understand the root of the problem
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Prepare accurate and timely reports
• Refer to internal database or external resources to provide accurate tech solutions
• Talk clients through a series of actions, either via email or chat, until they've solved a technical issue

What are the required qualifications of a Support Technician?

• Excellent problem-solving and communication skills
• Minimum of 2 years hands-on experience with hardware troubleshooting and building a computer from scratch
• BS degree in Information Technology, Computer Science or a relevant field.
• Ability to provide step-by-step technical help, both written and verbal
• Minimum of 2 years proven work experience as a Technical Support Engineer, IT Help Desk Technician, or similar role
• Good understanding of computer systems
• Ability to type 30 to 40 WPM
• Ability to diagnose and troubleshoot intermediate to advance technical issues (Windows)

Preferred Qualifications

• Email Support Experience
• Mobile devices and other tech products

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