Senior Technical Support Analyst

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.

The Senior Technical Support Analyst will be responsible for leading and managing a team of technical representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency.

What does a day in the life of a Senior Technical Support Analyst look like?

• Provide effective leadership and supervision to a team of technical support representatives
• Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives
• Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment
• Address employee concerns, conflicts, and performance issues in a timely and effective manner
• Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)
• Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency
• Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows
• Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction
• Stay updated with industry best practices and trends to drive process improvements and innovation within the team
• Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members
• Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles
• Collaborate with other team leads and managers to share best practices and implement consistent processes
• Serve as a point of contact for escalations and handle customer inquiries or complaints as needed
• Contribute to team meetings and participate in organizational initiatives to drive positive change and growth
• Provide reports on team performance as required
• Regularly communicate with clients as needed
• Adheres to company policies and procedures
• Meets or exceeds performance targets for related KPI’s
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Help customers understand the platform and the tools that can help them propel their business forward.
• Act as SME (subject matter expert) for IoT Hardware. You will work directly with end users to address questions or technical issues. (IoT Hardware means “Internet of Things” describes physical objects with sensors, processing ability, software, and other technologies that connect and exchange data with other devices and systems over the Internet or other communications networks)
• Own end to end support process: investigate hardware issues to determine/record root cause, determine solution and apply hardware repair (replacement components and remote support.
• Work cross functionally to explain issues and escalate as needed.
• Train customers on capabilities within the platform/product and best practices.
• Create the best customer experience in the industry

What are the required qualifications of a Senior Technical Support Analyst?

• Must have a high school diploma or equivalent

• 3 Years + for Sr. Technical Support and 2-3 years for L3 experience as Frontend Technical / Customer Service (Hardware (IoT) + Connectivity + SAAS Solution)

• 3 Years+ for Sr. Tech and 2-3 years for L3 experience in Troubleshooting for Hardware, Connectivity and Applications Issues Software Application Support

• 3 years+ experience preferably in a call center environment

• Previous client facing experience preferred

• Strong communication skills, both verbal and written

• Strong knowledge and understanding of customer service and technical support principles and practices

• Strong problem-solving and decision-making skills

• Excellent interpersonal to interact with team members and stakeholders at all levels.

• Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences

• Results-oriented mindset with a focus on driving operational excellence and continuous improvement

• Proficiency in using customer service software and tools such as CRM - Salesforce and/or any

• Proficient in using computers and various software applications - Linux, databases, and cloud environment - 1 year+

• Have experience in Linux platform

• Knowledgeable and experience in working with databases on a cloud environment

• Previous experience in a leadership or supervisory role is an advantage

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.