WHO IS THE COMPANY?
SupportNinja is an omnichannel provider of customer care and back-office support solutions. We primarily work with VC-funded technology companies in Silicon Valley and around the world.
Our service is vital to the core operations and functionality of consumer-focused apps, software, and platform-based technology companies.
SupportNinja originally started out as SupportMonk in early 2014. Originally based in India, It grew to a team of over 50 Linux Support Engineers before our founder, Cody McLain established SupportNinja to serve an emerging market.
There was an underserved niche of customer support needed for fast-growing tech startups.
After much research, Cody established an office in the Philippines and grew the company to a team of over 100 Ninja's before appointing fellow entrepreneur, Connor Tomkies to be CEO.
The duo form a unique partnership, as Cody's passion exists with technology and processes while Connor loves working with people.
The company now employs 250+ people in its Philippine office with ambitious expansion plans.
Today, SupportNinja is a company that services some of the biggest names in tech and is helping to scale everything from a Fortune 500 company to small startups just blooming.
Be a Ninja and enjoy the following benefits :
Answer inquiries or resolve desk side related concerns for end users both in person, or via telephone or remotely. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems
WHAT YOU GET TO DO?
Main Duties and Key Responsibilities :
Answers user inquiries regarding computer software or hardware operation to resolve problems
Oversees the daily performance of computer systems and team members under the Desk Side unit
Understands and cascades technical manuals, confer with team members, and spearhead conducting of computer diagnostics to investigate and resolve problems or to provide technical assistance and support
Directs set up equipment for employee use, performing and ensuring proper installation of internet cable, operating systems, or appropriate software
Prepares training materials and procedures and train users in the proper use of hardware or software
Validates major hardware or software problems or defective products to IT Manager, vendors and technicians for service
Conducts commands and observe system functioning to verify correct operations and detect errors
Reviews and submits records of daily data communication transactions, problems and remedial actions taken, or installation activities to the IT Manager
Spearheads the installation and performing minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
Prepares evaluations of software or hardware, and recommends improvements or upgrades
Confers with IT Manager and end users to establish requirements for new systems or modifications
Modifies and customizes commercial programs for internal needs
Delegates the periodic inspection of equipment and reviews inventory on a timely manner; reports any discrepancies to the IT Manager whenever needed
Spearheads office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis
Responds to support requests in Help Desk Ticketing system
Organizes and takes care of printer supplies
Graduate of BS IT, Computer Science or any trade equivalent; Undergraduates are welcome to apply, given that the minimum working requirement is fulfilled
Minimum of 3 years of working experience in Desk Side or any equivalent
Technology Skills including Troubleshooting, Technology Design, and Operational Monitoring
Must have experience being a Team Leader.
Expertise on Enterprise hardware and software applications
Complex Problem Solving Skills
Excellent organizational, analytical, and problem-solving skills
Business acumen and ethical practice
Good prioritization skills and be flexible enough to adapt plans
Knowledgeable in measurement and evaluation preparation
Good communication and platform skills
Fosters unity and teamwork
Role model of company values and brand identity
Able to work with tight deadlines and within constraints
Possesses exemplary team leading skills
Ability to lift and carry equipment when necessary