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Technical Support Representative
Syncro
- New York, New York, United States
- New York, New York, United States
About
all
businesses thrive on enterprise-grade digital platforms - empowering them to compete, innovate and grow without limits. We're on the lookout for collaborative individuals with diverse perspectives willing to bring their authentic selves to a culture that prioritizes the employee and customer experiences. As a remote-first software company, we are relentlessly focused on living our core values. If you resonate with our core values and culture, read on for the job details below!
Core Values
Be Customer Obsessed:
Prioritize our customer’s success and drive value for them
Innovate with Agility:
Adapt, experiment and take risks
Deliver Results:
Operate with urgency, focus and accountability
Collaborate Openly:
Inclusivity of people, ideas and information
Operate with Integrity:
Do the right thing through transparency and fairness
Celebrates the Wins:
Illuminate accomplishments and recognize one another
Benefits Quick Overview
Pay Range:
$22/H (USD)
Scheduled Shift:
Sunday-Thursday, 8am-5pm (EST)
Training Time Requirement:
Monday-Friday, 9am-6pm (EST) for initial 6 weeks
Remote first:
We are the pioneers of “work from home” - remote work is our standard
Equity Appreciation Program:
Syncro offers an equity program that everyone participates in
Unlimited PTO:
With a 2 week annual minimum, take time when you need it
401k Plan:
2.5% company match of your annual salary
Health Insurance:
Syncro covers 95% of monthly premiums; plans have low deductibles and comprehensive coverage
Parental Leave:
Up to 6 weeks paid parental leave
And more:
Ask us about additional benefits like Pet Insurance, Flexible Spending Accounts, and other programs.
The Opportunity 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.
What You’ll Be Doing
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 couple days so people feel taken care of
Helping the team keep a super high level of customer happiness
Lots more – we have a big list of needs
Must have skills
2-3 years of IT Technical Support experience
Nice to have skills
Familiarity with RMM usage
Scripting Experience
QuickBooks experience
Interview Process At Syncro we believe in transparency and providing candidates with as much information as possible so you can make an informed decision during your job search. Below are the steps of the interview process you can expect:
30 minutes, Preliminary Screening with HR
1 hour, Tech Support Leadership Panel
AI Usage Policy for Interviews We encourage candidates to use AI tools to help prepare for interviews, whether that means practicing responses, researching our company, or refining your resume. That said, during live interviews, we expect all answers and interactions to come directly from you without real-time help from AI or other tools. We are not looking for perfect answers. We are looking for honest insights, real experiences, and genuine communication so we can fairly and accurately get to know you.
Company Details
Website:
www.syncromsp.com
Glassdoor:
https://www.glassdoor.com/Overview/Working-at-Syncro-EI_IE4650167.11,17.htm
LinkedIn:
https://www.linkedin.com/company/syncromsp/mycompany/
Life at Syncro Instagram:
https://www.instagram.com/lifeatsyncro/
Syncro is an equal opportunity employer. We are committed to creating an inclusive environment where all employees can thrive and do their best work, free from discrimination and harassment.
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Languages
- English
Notice for Users
This job was posted by one of our partners. You can view the original job source here.