Technical Support Representative II (Email, Live Chat & AI Support)

Are you a natural investigator who lives for a good technical puzzle? As our next Technical Support Representative II (TSR II), you won’t just be closing tickets—you’ll be a vital product champion helping customers unlock seamless digital experiences. We are looking for tech-savvy specialists who love diving into the details, can expertly navigate the nuances of AI image generation expectations, troubleshoot device setups, Wi-Fi connectivity, and router conflicts, and provide top-tier support across email, live chat, and AI chatbots. If you thrive on turning tricky technical roadblocks into moments of customer delight, we want you on the team!

• Work Setup: 100% Remote (Philippines)
• Schedule: Monday to Friday | 9:00 AM – 6:00 EST (Night Shift for PH)
• Equipment: Bring-Your-Own-Device (BYOD)
• Target Start Date: September 14, 2026

What does a day in the life of a Technical Support Representative II look like?

The Technical Support Representative II is responsible for providing advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems and provide timely, effective solutions. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.

Key Responsibilities

Advanced Troubleshooting & Technical Support

• Provide advanced technical support via Email, Live Chat, and AI Chatbots, ensuring excellent customer service at every touchpoint.
• Identify and troubleshoot complex technical problems, specializing in device setup, Wi-Fi connectivity issues, and router conflicts.
• Guide customers through onboarding and configuration, translating technical solutions for non-technical users in a clear and concise manner.
• Manage AI image generation and processing expectation concerns, ensuring customers understand the nuances of the technology.

Resolution & Escalation

• Utilize deep product knowledge to determine user error vs. potential firmware or product defects.
• Escalate repeated or complex issues to internal engineering with detailed technical documentation to facilitate rapid resolutions.
• Collaborate with other departments as needed to resolve customer issues and maintain a positive, professional attitude toward customers and colleagues.

Data, Insights & Continuous Improvement

• Tag and categorize tickets diligently to provide data for trend reporting and product improvements.
• Contribute to the knowledge base and macro refinement to foster a culture of self-help and team efficiency.
• Document all customer interactions and technical steps accurately in the CRM system.
• Continuously improve knowledge of products, services, and processes by participating in training programs and meeting or exceeding performance targets (KPIs)

What are the qualifications of a Technical Support Representative II?

• Experience: You have at least 2 years of hands-on experience in technical support (TSR level), preferably in a BPO/Call Center environment.
• Technical Logic: You have advanced knowledge of hardware, software, and networking. You know your way around a router and can explain a DNS setting to someone who’s never heard of one.
• The Hybrid Edge: (Nice to have) A combined background in both Technical Support (TSR) and Customer Service (CSR).
• Communication: You write with clarity, empathy, and professional precision.
• Critical Thinking: You don’t "freeze" when the path isn't clear; you investigate, document, and solve.

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO 1st day
• Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second dependent added after one year of service
• Paid time off + birthday leave
• Opportunities for skills training and personal and professional development
• Employee Referral Program

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, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.