Global 24/7 Customer Support Specialist

Synthesia; United States; Remote; USD 4,000 - 6,000; Full time

Job summary

Synthesia is hiring a Customer Support Associate to be the frontline for customer inquiries via email, chat, and social media. You will resolve issues, escalate complex cases, and collaborate with multiple teams to ensure a smooth customer experience.

The ideal candidate has at least 1 year in technical support, excellent communication skills, and a customer-first mindset. This role requires flexibility to work varied shifts in a 24/7 global operation.

Qualifications

• Must have high school diploma or equivalent; college degree is a plus but not required.
• At least 1 year of experience in a technical support environment.
• Excellent verbal and written communication skills.
• Customer-oriented mindset with a drive to exceed expectations.

Responsibilities

• Respond to customer inquiries via email, chat, or social media in a timely and professional manner.
• Provide accurate information and support to resolve customer issues.
• Identify and escalate complex issues to Tier 2 support when necessary.
• Collaborate with technical support specialists, product specialists, and leadership to resolve issues.
• Record and maintain accurate customer information within our CRM systems (Intercom, Salesforce).
• Meet KPIs such as CSAT, first response time, and SLA targets.
• Continuously improve product knowledge and stay updated on processes.
• Provide constructive feedback to improve customer support processes.

Skills

Communication skills

Customer-oriented

Time management

Multitasking

Independent & team work

CRM software experience

Education

High school diploma or equivalent

Tools

Zendesk

Freshdesk

Intercom

Hubspot

Salesforce

Job description

Synthesia is hiring a Customer Support Associate to be the frontline for customer inquiries via email, chat, and social media. You will resolve issues, escalate complex cases, and collaborate with multiple teams to ensure a smooth customer experience.

The ideal candidate has at least 1 year in technical support, excellent communication skills, and a customer-first mindset. This role requires flexibility to work varied shifts in a 24/7 global operation.