[Hiring] Technical Support Representative @Syncro

Role Description

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.

• 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.
• Managing multiple tasks in a fast-paced environment.
• Being a part of creating our ever-expanding Knowledge Base.
• Continuously training 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.

Qualifications

• Technical Proficiency - proficient understanding of IT systems.
• Familiarity with support tools such as ticketing systems and remote desktop software.
• Self-driven, self-learner.
• Collaborative and driven to develop yourself and the team you’re part of.
• High compassion and a desire to help all stakeholders.
• Excellent communication skills – verbal, written and electronic.
• Exceptional phone presence and soft skills.
• Attention to detail and investment in customer success.
• Ability to multitask and prioritize in a fast-paced environment.
• Kind and wily (in a good way).
• Accountable for upholding key performance metrics related to customer satisfaction, response times, and resolution times.
• Ability to handle high-pressure situations calmly and effectively.
• Adaptability and Learning Agility - willingness to learn new systems, technologies, and processes.
• Understanding of MSP operations and service delivery models.

Requirements

• 2-3 years of IT Technical Support experience.
• Firm understanding of RMM usage.

Benefits

• Pay Range: $22/H (USD).
• Scheduled Shift: To Be Determined.
• Training Time Requirement: Monday-Friday, 9am-6pm (EST) for initial 6 weeks.
• Remote first: We are the PIONEERS of “work from home.”
• Equity Appreciation Program: Syncro offers an equity program that everyone participates in.
• Unlimited PTO: With a 2-week annual minimum.
• 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.
• Parental Leave: Up to 6 weeks paid parental leave.
• And more: Ask us about other benefits like Pet Insurance, Flexible Spending Accounts, and 100% employer paid Short Term Disability.

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:

• 30m, Preliminary Screening with HR.
• 1H, Tech Support Leadership Panel.
• A live, in-person interview may be a required final step before an offer is extended.

Company Description

Syncro is a B2B SaaS company with a highly collaborative and creative team serving the Managed Services Provider (MSP) industry. Our platform empowers them with the tools and automation they need to run their businesses and supercharge their client services.

• Website: www.syncromsp.com
• Glassdoor: Glassdoor
• LinkedIn: LinkedIn
• Life at Syncro Instagram: Instagram