Customer Support Associate — Hybrid + Stock Options

Synthesia Limited; New York, Northern (NY, KY); Hybrid; USD 45,000 - 55,000; Full time

Benefits offered by this job

Stock options

Hybrid working environment

100% Medical, Dental & Vision

401k Plan

Paid parental leave

Fun culture with regular socials

Referral scheme

A brand new computer + monitor

Job summary

Synthesia is seeking a Customer Support Representative in New York to be the frontline for customer inquiries across email, chat, and social media. You will provide timely, accurate assistance and collaborate with cross-functional teams to resolve issues.

You will work in a fast-paced hybrid environment, meet KPIs, and contribute to continuous product knowledge improvements. A minimum of 1 year in technical support and excellent communication are preferred.

Qualifications

• High school diploma or equivalent; college or a degree in a related field is desirable but not essential
• At least 1 year experience within a technical support environment
• Excellent verbal and written communication skills
• Customer-oriented mindset with a strong desire to exceed customer expectations
• Ability to multitask and manage time effectively
• Good computer skills and experience with CRM systems and other customer support software (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce)
• Ability to work in a fast-paced and dynamic environment
• Ability to work independently and as part of a team
• Flexibility to work different shifts, bank holidays and weekends as and when required

Responsibilities

• Respond to customer inquiries via email, chat, or social media in a timely and professional manner
• Provide accurate information and support to customers to resolve their issues
• Identify and escalate complex issues to Tier 2 support when necessary
• Collaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issues
• Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
• Meet individual and team performance metrics (KPIs) such as first response times, first contact resolution rates, and customer satisfaction
• Continuously improve your own product knowledge and remain up to date with our product, services and processes
• Provide constructive feedback to the business and leadership team to improve customer support processes and procedures

Skills

Communication skills

Customer service

Multitasking

Time management

Technical support experience

CRM software

Education

High school diploma

College degree desirable

Tools

Zendesk

Freshdesk

Intercom

Hubspot

Salesforce

Job description

Synthesia is seeking a Customer Support Representative in New York to be the frontline for customer inquiries across email, chat, and social media. You will provide timely, accurate assistance and collaborate with cross-functional teams to resolve issues.

You will work in a fast-paced hybrid environment, meet KPIs, and contribute to continuous product knowledge improvements. A minimum of 1 year in technical support and excellent communication are preferred.