Digital Support Engineer I

Synoptek; Saint John; Remote; CAD 45,000 - 60,000; Full time

Job summary

A leading Managed Services Provider in Saint John is seeking a Digital Support Engineer I to manage customer-facing support for products and provide tier 1 technical assistance. The ideal candidate will have a Bachelor’s degree and experience in customer-facing roles along with excellent communication skills. This role offers a collaborative environment focused on employee growth and customer success.

Benefits

Company sponsored events

Culture of learning

Qualifications

• 1 year of experience in transportation or logistics.
• 3 years of experience in customer-facing roles.

Responsibilities

• Respond to omnichannel support requests.
• Provide tier 1 technical support.
• Collaborate with support teams to resolve issues.
• Assist in creating documentation.
• Work with sales reps for onboarding.

Skills

Excellent customer service skills

Strong communication skills

Proficient in troubleshooting

Familiarity with freight technology products

Ability to multitask

Education

Bachelor’s Degree in a related field

Job description

Overview

We think globally, act locally. As a Managed Services Provider, Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum we are seeking to add talent to our team.

When you partner with Synoptek, you engage with an ever-growing, ever-evolving IT organization that provides a high-caliber team, results growth, and clarity.

Digital Support Engineer I

Position Overview

This is an amazing opportunity to work within one of the fastest growing Managed Services Providers. We are a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. We foster a fun and connected environment with employee benefits extending beyond general compensation and into company sponsored events and an invested culture of learning.

The Digital Support Engineer I is responsible for managing customer-facing support for proprietary go-to-market products. Digital Support Engineers provide direct support to external customers and collaborate with IT Operational Support, Product, and Sales teams to resolve cases.

This position focuses on developing foundational customer service skills, handling basic technical support requests, and building familiarity with proprietary products.

Duties and Responsibilities

• Respond to omnichannel support requests, providing excellent customer service.
• Offer tier 1 technical support, including account creation, password resets, and basic product navigation assistance.
• Collaborate with support teams to resolve routine customer problems, escalating more complex issues when needed.
• Assist in creating and maintaining basic documentation, such as user guides and knowledge articles.
• Work alongside sales reps for onboarding new customer accounts, ensuring a smooth product implementation.
• Align with sales and marketing teams for new product launches, ensuring awareness and readiness to support.
• This job description is not designed to be a comprehensive list of the duties and responsibilities required of the employee in this position, as duties, responsibilities, and activities may change at any time with or without notice

Education

• Bachelor’s Degree in a related field from an accredited college or university.
• In lieu of a Bachelor’s degree, equivalent years of experience may be considered. The ratio is 1:1, meaning one year of college equals one year of work experience, and vice versa.

Job-related Experience

• Customarily has at least 1 years of experience in transportation or logistics, such as Carrier Sales or Customer Operations.
• Customarily has at least 3 years of experience in customer-facing roles.

Job-related Skills/Attributes

• Synoptek core DNA behaviors:
  • Clarity: Possesses excellent communication skills, makes a concentrated effort to speak the customers language. Ability to field questions with concise, well-constructed responses
  • OwnIT: Shows integrity, innovation, and accountability in completing daily assignments
  • Results: Solutions focused and driven to resolve conflict quickly and precisely. Proactively looks for opportunities to contribute to the company’s business goals
  • Growth: Willing to learn and ask questions. Constantly looking for new ways to improve yourself. Ability to adapt and grow in a fast-paced environment
  • Team: Embraces both customers and colleagues as team members. Ability to be flexible, respectful, engaged and collaborative
• Excellent customer service skills, including strong verbal and written communication.
• Proficient in troubleshooting basic product issues and providing technical support.
• Familiarity with freight technology products, CRM, and TMS systems.
• Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.
• Strong interest in software and technology.

Working Conditions

We live by the motto ‘work hard, play hard’ and strive to support our employees in both their professional and personal goals. We believe that by hiring the right people, leading process improvement, and leveraging technology, we achieve superior results.

Work is performed primarily in an office or remote environment. The final location is based on business need. May be subject to time constraints and tight deadlines. May require occasional travel.

EEO Statement

We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, veteran status, sexual orientation, gender identity, marital status, pregnancy, genetic information, or any other characteristic protected by law and will not be discriminated against on the basis of disability. It is our intention that all qualified applicants are given equal opportunity and that employment decisions be based on job-related factors.