Customer Support Specialist

Synchrony Systems, Inc.; Milford (OH); On-site; USD 35,000 - 48,000; Full time

Job summary

Synchrony Systems, Inc. is seeking a Customer Support Specialist to be the primary contact for customer inquiries across voice, chat, and email. You will resolve issues on first contact, delivering a professional and empathetic experience throughout all interactions.

Ideal candidates communicate clearly, simplify technical information for non-technical audiences, and maintain strong ownership in high-volume environments. Certifications in IT service management or SaaS are a plus.

Qualifications

• BA/BS in any field is not specified.
• CEFR B2 English or higher is mandatory; C1 preferred.

Responsibilities

• Serve as the first point of contact for customer inquiries via voice, chat, and email.
• Resolve issues on first contact using product knowledge and troubleshooting.
• Deliver a professional, empathetic experience across all interactions.
• Handle escalated or complex issues with clear communication and timely resolution.
• Identify opportunities to improve satisfaction, retention, and product usage.
• Recommend upgrades or complementary solutions based on customer needs.
• Participate in consultative conversations aligned to customer goals.
• Document all interactions in the case management system.
• Ensure follow ups and closures within defined SLAs.
• Adhere to quality, security, and operational processes.

Skills

Customer-centric mindset

Verbal communication

Written communication

Problem solving

Attention to detail

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

We are an equal opportunity employer with a diverse workforce.