Customer Support Specialist – AI Tech (Hybrid NYC)

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

Benefits offered by this job

Stock options

Hybrid work environment

100% Medical, Dental & Vision

401k Plan

Paid parental leave

Social events

Referral scheme

New computer + monitor

Job summary

Synthesia, the world-leading AI video platform, is hiring a Customer Support Representative in a hybrid NY-based role. You will respond to inquiries via email, chat, or social media, provide accurate information, and document customer data in Intercom and Salesforce.

You will escalate complex issues to Tier 2, collaborate with cross-functional teams, meet KPI targets, continuously grow product knowledge, and help improve support processes.

Qualifications

• High school diploma or equivalent.
• At least 1 year of experience in 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 (Zendesk, Intercom, Salesforce).

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 elevate complex issues to Tier 2 support when necessary.
• Collaborate with other teams such as technical support 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 and customer satisfaction.
• Continuously improve 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.

Skills

Communication skills

Time management

Multitasking

Customer focus

Education

High school diploma

College degree desirable

Tools

Zendesk

Freshdesk

Intercom

HubSpot

Salesforce

Job description

Synthesia, the world-leading AI video platform, is hiring a Customer Support Representative in a hybrid NY-based role. You will respond to inquiries via email, chat, or social media, provide accurate information, and document customer data in Intercom and Salesforce.

You will escalate complex issues to Tier 2, collaborate with cross-functional teams, meet KPI targets, continuously grow product knowledge, and help improve support processes.