Junior Technical Support Representative

3 weeks ago

New York, United States Ninth Wave Full time

Ninth Wave, Inc. is seeking a Junior Technical Support Representative to join the Ninth Wave Team in New York City Office. The primary focus of this role will be to support clients and their use of Ninth Waves platform. The Junior Technical Support Representative will be a L1 resource trained on Ninth Wave Platform (NWP) to own triage and first-touch support. Role Overview The Junior Technical Support Representative will act as a frontline triage agent handling client-facing interactions such as login issues, product usage questions, and common API configuration problems. They will filter and enrich tickets before they reach JPSS, reducing noise and allowing JPSS to focus on true production-impacting issues. This role will report to the Head of Customer Success. Responsibilities Reduce ticket routing delays by properly categorizing and escalating only technical issues that require L2/L3 intervention. Own knowledge base updates, ensuring frequently asked client questions are documented and reusable by the L1 team. Act as the voice of Ninth Wave, ensuring customers get quick, clear, and accurate responses. Assist in onboarding clients, providing API usage guidance before issues even arise. Escalate issues that exceed their technical scope to L2 (Implementation) with well-documented reproduction steps. Requirements 1-2 years of experience in a similar role Strong communication and problem-solving skills Basic API and SaaS understanding CRM/ticketing tools (Jira, Salesforce) Ability to translate technical issues for non-technical users. Customer-focused mindset Basic knowledge of PFM, ERP and Treasury software This role is hybrid/in-office and requires regular presence at our NYC headquarters Collaborate in-person with teams at our New York City office to drive initiatives Company Overview Ninth Wave is a permission-based SaaS platform that delivers secure data connectivity to financial institutions, offering configurable controls, visibility, and insights into all connections between aggregators, third-party apps, and internal applications. Ninth Wave empowers financial institutions, enabling secure data exchange in a holistic and scalable open finance ecosystem. Ninth Wave is an equal opportunities employer and welcomes applications from all qualified candidates. #J-18808-Ljbffr

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