Technical Customer Support Representative

SupportNinja is a company that offers technical support services, and they are seeking a Technical Customer Support Representative. This role involves providing basic technical support, troubleshooting issues, and ensuring customer satisfaction through effective communication and documentation.

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
• Ensure accurate ticket triaging
• Reach out to customers after initial contact to ensure issues have been resolved satisfactorily and to provide additional support if needed
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a customer relationship management (CRM) system
• Provide excellent customer service to ensure customer satisfaction and loyalty
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• 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
• Support nursing homes and troubleshoot medical software

Requirements:

• 1 year of CSR experience is a must
• 6 months of experience in a technical support role - software and web application or any type of medical software troubleshooting
• Good communication skills, both verbal and written
• Proficiency in using computer applications and software
• Experience using a CRM is preferred
• Any type of medical/schooling - coding and or billing