Customer Support Specialist

Synchrony Systems, Inc.; Milford (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Synchrony Systems, Inc. seeks a Customer Support Specialist/Customer Success Guide to act as the frontline for customer inquiries via voice, chat, and email. You will resolve issues at first contact where possible, delivering a professional and empathetic experience across all touchpoints.

The role emphasizes clear communication, consultative conversations aligned to customer goals, and meticulous documentation in the case management system to ensure timely follow-ups and SLA adherence.

Qualifications

• First point of contact for customer inquiries across voice, chat, and email channels.
• Must have CEFR B2 English or higher; C1 preferred.
• Experience with customer success, IT service management, or SaaS is advantageous.

Responsibilities

• Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
• Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
• Deliver a professional, empathetic, and consistent experience across all customer interactions.
• Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
• Participate in consultative conversations aligned to customer goals and outcomes.
• Accurately document all customer interactions and actions in the case management system.
• Ensure follow ups and case closures are completed within defined service level timelines.
• Adhere to quality standards, security requirements, and operational processes.

Skills

Customer-centric

Verbal communication

Written communication

Problem solving

Analytical thinking

Empathy

Attention to detail

Resilience in high volume

CEFR B2 English

SaaS knowledge

Job description

Job Title: Customer Support Specialist/ Customer Success Guides

Serve as the first point of contact for customer inquiries across voice, chat, and email channels.

Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.

Deliver a professional, empathetic, and consistent experience across all customer interactions.

Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.

Identify opportunities to improve customer satisfaction, retention, and product usage.

Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.

Participate in consultative conversations aligned to customer goals and outcomes.

Accurately document all customer interactions and actions in the case management system.

Ensure follow ups and case closures are completed within defined service level timelines.

Adhere to quality standards, security requirements, and operational processes.

Strong customer centric mindset with high ownership

Excellent verbal and written communication skills

Ability to simplify technical information for non-technical audiences

Structured problem solving and analytical thinking

Empathy, professionalism, and resilience in high volume environments

Attention to detail and process discipline

English: CEFR B2 or higher (mandatory); C1 preferred

Customer Success, IT service management, or SaaS related certifications are an advantage

Kind Regards,

Sushil Singh

Business Unit Head

Work#: 732-832-7937

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