Subject Matter Expert

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 Subject Matter Expert (TSR/CSR) look like?

• Provides advanced technical support via phone, chat, and email
• Creates and maintains case management records of daily problems and remedial actions taken, or installation activities.
• Contributes to and maintains knowledge base articles
• Maintains historical records by documenting program development and revisions.
• Maintains client confidence and protects operations by keeping the information confidential
• Delivers necessary reports in a timely manner.
• Provides encouragement to team members, including communicating team goals
• Identify areas for new training or skill checks.
• Answers simple to complicated questions raised by team members, provides tips on daily operational challenges.
• Assists in team meetings and cascading updates to members on best practices and continuing expectations
• Helps in developing strategies to promote team member adherence to company regulations and performance goals
• Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadline compliance
• Provides feedback from Ninjas to TM, notify if additional materials/templates/tools are needed
• Identifies and notifies about Mass Issues/ outages happening on the shift
• Will serve as a point of contact when TM is not available
• Owns escalated cases during escalation process and drives thru resolution with client.
• May serve as a designated technical rep to Client Admins or Partners by compiling end user case metrics, running point on escalations and tracking outcomes on account level.

What are the required qualifications for a Subject Matter Expert (TSR/CSR)?

• 2+ years related experience in a technical support or customer service
• Fundamental knowledge and understanding of mobile devices and communication apps such as WhatsApp and WeChat.
• Excellent communication, interpersonal, organizational and presentation skills.
• Proficiency with word processing, spreadsheet/presentation software, E-mail and meeting management software also needed. Ability to use the internet and web-based resources efficiently and effectively.
• Candidates must possess strong critical thinking, analytical skills, and the ability to identify trends to establish proactive corrective actions.
• Candidates must possess exceptional customer service skills and a strong customer focus.
• Candidates must be detail oriented with exceptional documentation practices.
• Exceptional listening skills with ability to correlate important details.

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

● Shuttle Service available

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.