Technical Customer Support

Sync.com; United States; Remote; CAD 60,000 - 90,000; Full time

Job summary

Sync.com in Canada is seeking an experienced Tier II Technical Support specialist to join our fully remote team. You will resolve technical, account, and billing inquiries and translate complex concepts into clear, customer-friendly guidance.

You will collaborate with development and product teams, reproduce issues, provide feedback, and help QA validate fixes while delivering high-quality support to millions of users.

Qualifications

• Minimum 4 years of experience in technical or customer support.
• Strong written and verbal communication, with ability to explain complex tech clearly.
• Comfortable troubleshooting across Windows, MacOS, Linux, iOS and Android.

Responsibilities

• Provide exceptional technical support to customers using our cloud storage platform, addressing technical, account, and billing inquiries with clear explanations.
• Troubleshoot issues systematically, identify patterns, and tailor solutions to different levels of user expertise.
• Collaborate with development and product teams by reproducing issues, escalating bugs, and assisting with QA testing and validation.
• Develop a deep understanding of Sync's products and escalation workflows to deliver high-quality customer support.

Skills

Technical support

Windows

MacOS

Linux

iOS

Android

Communication

Job description

About the company

Sync is Canada's largest cloud storage and document collaboration provider, and a world-leader in cloud content management. Our mission is to make secure file storage, sharing, and collaboration easy for everyone – by providing a safe space for the world to collaborate. We're transforming the way SMBs work together, and we're actively expanding into digital enterprise. We need your help!

By joining Sync you will have an amazing opportunity to help over 2 million businesses and individuals worldwide store important information, share big ideas, and collaborate on game changing projects. You will help define what the future of work looks like. Most importantly you will be part of an incredible team helping to get the world in Sync.

Sync needs you!

Are you the go-to person for your family and friends when they need a technical guru? Do you enjoy collaborating and working in a team to find solutions? Are you proud of your communication skills?

If this sounds like you, Sync.com has an opportunity for you to join Sync's Tier II Technical Support team -fully remote!

Your to-do list:

• Provide exceptional technical support to customers using our cloud storage and file sharing platform, resolving technical, account, and billing inquiries while communicating complex concepts in a clear, customer-friendly way.
• Troubleshoot and investigate technical issues using a logical, methodical approach, identifying patterns and delivering effective solutions tailored to each customer's level of technical expertise.
• Collaborate closely with the development and product teams by reproducing issues, escalating bugs, providing detailed feedback, suggesting potential solutions, and assisting with QA testing and validation of new features and fixes.
• Develop a strong understanding of Sync's products, systems, internal processes, and escalation workflows to deliver accurate, efficient, and high-quality customer support.

Who you are:

• Possess a minimum of 4 years of experience in technical support, customer support, or a related technical role.
• Genuinely passionate about technology, with a strong working knowledge of Windows, Mac OS, Linux, iOS, and Android.
• Exhibit outstanding written and verbal communication skills, enabling effective communication with clients of varying technical backgrounds.
• Comfortable troubleshooting technical issues independently and picking up new tools and systems quickly.
• Showcase flexibility in working evenings, weekends, and holidays to ensure seamless support coverage.
• Exhibit a proactive attitude, an eagerness to find the best solutions, and a commitment to supporting over 2,000,000 companies of all sizes who rely on our cloud storage and sharing solutions.

Sync.com is an equal opportunity, dedicated to building a diverse and inclusive team. We encourage applications from all qualified candidates and will accommodate applicants’ needs throughout the recruitment, assessment, and selection process. If selected to participate in the process, please inform us of the nature of any accommodation(s) that you may require.