Technical Support Representative

Syncro

3d • $22 • Remote

About The Position

We are seeking a dynamic and motivated Technical Support Representative to provide initial assistance and troubleshooting to our partners. The ideal candidate will excel in multi-tasking and have a solid understanding of IT to handle customer inquiries, resolve common problems, and escalate complex issues to higher-level support. Key responsibilities include responding to calls, emails, and chat support, documenting issues, guiding customers through standard procedures, and ensuring customer satisfaction by delivering efficient and effective solutions. Additionally, this role involves collaborating closely with various departments to design solutions that address behavioral issues, support company growth, and enhance revenue recognition.

Requirements

• Technical Proficiency - proficient understanding of IT systems, Familiarity with support tools such as ticketing systems and remote desktop software.
• You must be a self-driven, self-learner
• Collaborative and driven to develop yourself and the team you’re part of.
• You have high compassion and you want to help all stakeholders.
• Excellent communication skills – verbal, written and electronic. .Excellent verbal and written communication skills are crucial for accurately understanding and resolving customer issues
• Exceptional phone presence and soft skills. Maintaining composure and patience when dealing with frustrated or upset customers. Upholding a professional demeanor and providing respectful and courteous service.
• You care — which means a natural attention to detail and investment in customer success.
• Self motivated with ability to think creatively to identify solutions for addressing customer needs.
• Ability to multitask and prioritize in a fast paced environment. Efficiently managing time to handle multiple tickets or customer interactions without compromising quality
• You’re kind and wily (in a good way).
• Accountable for upholding key performance metrics related to customer satisfaction, response times, and resolution times.
• Handling high-pressure situations calmly and effectively, especially when dealing with challenging customers or technical problems.
• Adaptability and Learning Agility - Willingness and ability to quickly learn new systems, technologies, and processes. Flexibility to adapt to changing work environments and customer needs, as well as a proactive attitude towards continuous improvement and self-development.
• Understanding of MSP operations and service delivery models
• 2-3 years of IT Technical Support experience
• Firm understanding of RMM usage

Nice To Haves

• Scripting Experience
• Quickbooks Experience
• PSA (ticketing, invoicing, estimates and procurement systems)
• Experience within our industry is a strong plus, including work with MSPs, as well as relevant experience outside the industry in software QA or related environments.

Responsibilities

• Providing exceptional customer support/technical support.
• Gaining a deep understanding of our offered products.
• Addressing customer inquiries and educating them on our product.
• Providing Technical support via Telephone, Chat, and Email services.
• Helping connect customers with our sales and development teams.
• Manage multiple tasks in a fast-paced environment,
• Be a part of creating our ever-expanding Knowledge Base.
• Continuously train on new and upcoming product changes.
• Proactively communicating with customers: if an issue is being held up, check in every 24 hours so stakeholders feel taken care of.
• Helping the team keep a high level of customer happiness.

Benefits

• Remote first: We are the PIONEERS of “work from home” - remote work is all we have ever done and we do it well! Our team members are all over the globe working from home and striking an awesome balance in their lives.
• Equity Appreciation Program: Syncro offers an equity program that everyone participates in
• Unlimited PTO: With a 2 week annual minimum, Syncro wants you to take time when you need it.
• 401k Plan: A hassle free plan with a 2.5% company match of your annual salary.
• Health Insurance: Syncro covers 95% of the monthly premiums for you and your dependents. Plus our plans have extremely low deductibles and out of pocket costs that don't sacrifice great coverage for you or your family anywhere in the US.
• Parental Leave: Up to 6 weeks paid parental leave so you can focus on the new addition to your family
• And more!: Ask us about our other benefits like Pet Insurance, Flexible Spending Accounts, 100% employer paid Short Term Disability, and Ultra-Remote Work.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees