IT Help Desk Technician (b2b)

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.

As an IT Help Desk Technician (B2B)/Technical Support Representative, you will supply the best-in-class support to direct consumers on all technical support needs. Use company-provided tools to troubleshoot and solve customer technology problems. The Support Technician will maintain a high level of customer satisfaction with a focus on first-call resolution.

What does a day in the life of an IT Help Desk Technician (B2B)/TSR look like?

• Research and identify solutions to hardware issues
• Provide consultative advice on how to upgrade, customize, build computers (laptop)
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports

What are the required qualifications of an IT Help Desk Technician (B2B)/TSR?

• BS degree in Information Technology, Computer Science or a relevant field.
• Minimum of 1 year proven work experience as a Technical Support Engineer, IT Help Desk Technician, or similar role
• Minimum of 1 year hands-on experience with hardware troubleshooting and building a computer from scratch
• Minimum of 1 year B2B experience (B2B experience can be CS support - to communicate with B2B/customers they interact with)
• Good understanding of computer systems
• Ability to diagnose and troubleshoot intermediate to advance technical issues (Windows)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Ability to type 30 to 40 WPM

Nice-to-have qualifications:

• Software Application Support
• Linux background
• 2 years - Email Support Experience
• 2 years - mobile devices and other tech products