Technical Customer Support

Sync.com • Dallas, TX

1d • Hybrid

About The Position

Sync is Canada's largest cloud storage and document collaboration provider, and a world-leader in cloud content management. Our mission is to make secure file storage, sharing, and collaboration easy for everyone – by providing a safe space for the world to collaborate. We're transforming the way SMBs work together, and we're actively expanding into digital enterprise. We need your help! By joining Sync you will have an amazing opportunity to help over 2 million businesses and individuals worldwide store important information, share big ideas, and collaborate on game changing projects. You will help define what the future of work looks like. Most importantly you will be part of an incredible team helping to get the world in Sync. Sync needs you! Are you the go to person for your family and friends when they need a technical guru? Do you enjoy collaborating and working in a team to find solutions? Are you proud of your communication skills? If this sounds like you Sync.com has an opportunity for you where you can choose to work remotely, on site or a hybrid of both as a part of Sync’s Tier II Technical Support team!

Requirements

• Possess a minimum of 4 years of experience in technical support, customer support, or systems administration.
• Hold an academic background in Computer Science or Engineering, demonstrating a solid foundation in technical principles.
• Exhibit outstanding written and verbal communication skills, enabling effective communication with clients of varying technical backgrounds.
• Display a passion for technology and possess a strong familiarity with Windows, Mac OS, Linux, iOS, and Android, up to the level of a systems administrator.
• Showcase flexibility in working evenings, weekends, and holidays to ensure seamless support coverage.
• Exhibit a proactive attitude, an eagerness to find the best solutions, and a commitment to supporting over 2,000,000 companies of all sizes who rely on our cloud storage and sharing solutions.

Responsibilities

• Provide exceptional technical support to customers using our cloud storage and file sharing platform, resolving technical, account, and billing inquiries while communicating complex concepts in a clear, customer-friendly way.
• Troubleshoot and investigate technical issues using a logical, methodical approach, identifying patterns and delivering effective solutions tailored to each customer's level of technical expertise.
• Collaborate closely with the development and product teams by reproducing issues, escalating bugs, providing detailed feedback, suggesting potential solutions, and assisting with QA testing and validation of new features and fixes.
• Develop a strong understanding of Sync's products, systems, internal processes, and escalation workflows to deliver accurate, efficient, and high-quality customer support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level