Frequently Asked Questions
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What training materials are needed?
Since we want Ninjas to feel like an extension of your team, we strive to reflect your own internal processes in the training. Any and all materials that you can share with SupportNinja will be valuable to equip our team. After SupportNinja’s training team reviews your current processes and documentation we will notify you if we find anything missing that may better support the training process. We can then help create the content required to ensure we run a smooth training program.
Service Setup & Training
Do all of your Ninjas work on-premise?
No, we also have employees with a work-from-home arrangement as well. We believe in giving each and every Ninja the peace of mind and the respect that they deserve. Job satisfaction is a critical point for our company. This includes creating remote working arrangements in some cases. Not to worry though, as the safety of your business’s and your customers’ information is always guaranteed. We have annual compliance refresher courses.
Location
What security measures do you use for safeguarding sensitive information?
Our company is PCI-DSS and SOC II compliant; 2 of the most renowned consumer data security standards in the world. We’ve even developed our own virtual desktop solution in accordance with the aforementioned security compliances, NinjaCloud. NinjaCloud’s software-defined network enables instant scalability, and unrestricted customization to your company’s needs. Your team of Ninjas is equipped at all times with:
- Two-tiered firewall architecture
- Disk encryption
- Data loss protection
- Intrusion detection
- LDAP authentication
- File integrity management
- Security event correlation
Technology & Reporting
How does pricing work?
Our pricing model is simple and transparent by design. A fixed rate is applied to each of your team members based on experience level, qualifications, and technical skills. There are no hidden costs or fees, just a simple monthly rate for each Ninja. We have separate rate cards for each of our distinct service models, depending on if you prefer for us to manage your team or if you prefer to manage them.
Pricing
How do you ensure ongoing learning and development?
Your company will have a direct point of contact within SupportNinja to ensure that any changes with your products or services are communicated with your team and that Ninjas are educated on updates to customer exchanges. We maintain a confidential collection of your company’s relevant systems and processes in our secure project management system, which notifies the team of any changes. We will also update any previous training materials. This will ensure a smooth onboarding process for any new Ninjas, providing the most up to date information available.
Service Setup & Training
What are some examples of business tasks that fall beneath professional services?
Professional services is indeed a broad umbrella as our capabilities extend across various industries and lines of business. Many roles that require specialized training to help keep your business running day-to-day, but come with significant costs for full-time in-house staffing, can be outsourced as a flexible service line. If you have any additional pain points beyond the traditional customer support needs, we can work with you to find the right talent to service as an extension of your team and flexibly cover that business gap.
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Can your services accommodate a multilingual customer pool?
Yes! All of our services come in 10+ languages! Thanks to the multinational and multicultural nature of our worldwide teams, we’re able to facilitate communication in the most comfortable language for your team, your customers, etc.
Location
Are there any additional costs that would apply outside of the standard rates you charge?
There are no hidden costs when you work with us. Pricing is flat, transparent, and all-inclusive, regardless of specific SLA conditions.
Customer Inquiries
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