[Hiring] Customer Success Agent @Synergis Technologies

Role Description

The Customer Success Agent (CSA) is responsible for delivering exceptional technical support and customer service to Adept customers throughout the customer lifecycle. Acting as the primary technical resource for support requests, the CSA diagnoses, troubleshoots, and resolves issues involving Adept software, Microsoft Windows Server environments, Microsoft SQL Server, IIS, authentication services, engineering applications, and related infrastructure.

The CSA partners closely with Customer Success Managers (CSMs), Quality Assurance, Product Management, Development, Professional Services, and Sales to ensure customer issues are resolved efficiently while continuously improving the customer experience. In addition to technical support, the CSA contributes to product quality through testing, documentation, and knowledge sharing.

This position requires strong technical aptitude, excellent communication skills, and a customer-first mindset. The CSA participates in an after-hours on-call rotation providing 24x7 support for critical customer issues in accordance with company support policies and customer service level agreements (SLAs).

Qualifications

• Minimum of 3 years supporting enterprise software applications.
• Experience supporting PDM, PLM, Document Management, CAD, or Engineering software preferred.
• Experience working directly with external customers in a technical support environment.

Requirements

• Strong working knowledge of Microsoft Windows Server, Microsoft SQL Server, Microsoft IIS, Microsoft Active Directory, SSL Certificates, Networking fundamentals (DNS, TCP/IP, Firewalls), Windows Desktop operating systems, Virtualization technologies (VMware, Hyper-V), CAD applications such as AutoCAD, Inventor, or SOLIDWORKS, Document Management or Product Data Management systems.
• Experience with Salesforce, Atlassian Jira, Azure Active Directory / Entra ID, LDAP, SAML / Single Sign-On, PowerShell, OpenSearch is highly desirable.
• Excellent verbal and written communication skills.
• Strong analytical and troubleshooting abilities.
• Demonstrated ability to collaborate across departments.
• Willingness to participate in rotating evening, weekend, holiday, and overnight on-call schedules.

Benefits

• Support customer conferences and training events.
• Assist Customer Success Managers during customer implementations when required.
• Participate in product demonstrations and internal technical training.
• Cross-train with other Customer Success team members.
• Perform additional duties as assigned.

Company Description

All qualified applicants will receive consideration for employment without regard to race, color, religious creed, ancestry, national origin, age, sex, sexual orientation, sexual identity or handicap.