Customer Support Representative (Telco/ISP)

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.What does a day in the life as a Customer Support Representative look like?• Study and follow existing documentation on best practices and how-to guides• Create new documentation when new issues or requests are reported• Build rapport with other team members and clients, as a go-to problem solver Respond to support requests from clients via web-based ticketing and phone systems• Call and host video conferences with clients as needed for problem resolution Conduct pre-scheduled onboarding trainings with clients, providing software how-to's• Gather incident details and escalate to the engineering team according to existing standard operating procedures• Identify knowledge gaps with clients as it relates to the web-based dashboards for our network management and voice (phone) platforms and provide best practices• Work as an administrator in our network management and voice (phone) platform to update settings, configurations, and gather relevant data points for issue resolution• Provide timely updates to clients and end-users as their issues are escalated• Appropriately label and tag inbound tickets per existing procedures in the help desk• Track and record inbound and outbound calls in the help desk• Follow-up with clients to ensure customer satisfaction and complete issue resolution• Partner with clients during the onboarding process as their primary support resource to ensure a smooth onboarding experience for clients and end-userWhat are the required qualifications of a Customer Support Representative?• Minimum of 2 years of experience in customer service• Should possess excellent English communication skills• Should have prior experience with Telecommunications or Internet Service Provider accounts• Basic knowledge of networking is necessary• Familiarity with FreshDesk and Slack, or similar applications, is an advantage• Highly organized, detail-oriented, creative self-starter PC, Mac proficiency (including Office365, Google Suite, etc.)• Bachelor's Degree in Computer Science or related field a plus• Candidates needs to have B2B experience• Can start ASAPRequired personal computer/laptop specifications and internet speed• Processor: Intel i5 or equivalent Ryzen 5• RAM: 8 GB• HDD: 250GB• Windows 10 Pro / Windows 11 Pro Operating System: Must be Genuine License• Windows OS build model 21h2 and up• Sound card and video card (built-in is okay)• Minimum 19" of Monitor, preferably 22'• USB Headset• Internet Speed at least 25MBPS or higher• ***Mac Os, Macbooks do not qualifyNinja 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?DisclaimerThe 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.PI248431677