Technical Support Representative

Syncro; United States; Remote; USD 25,003 - 35,610; Full time

Benefits offered by this job

Unlimited PTO

Health insurance covering 95% of premiums

401k Plan with company match

Equity Appreciation Program

Job summary

A dynamic software company is seeking a Technical Support Representative to provide excellent support to partners and customers. This remote-first position requires 2-3 years of IT support experience and the ability to manage multiple inquiries effectively. Key responsibilities include assisting customers via various channels and ensuring their satisfaction through effective solutions. The role offers a collaborative work culture with competitive pay and benefits.

Qualifications

• Proven 2-3 years of experience in IT Technical Support.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Provide exceptional customer and technical support.
• Address customer inquiries and educate them on product offerings.
• Manage support via Telephone, Chat, and Email.

Skills

IT Technical Support experience

Multi-tasking

Customer support

Tools

QuickBooks

Job description

Overview

At Syncro, our Vision is a world where all businesses thrive on enterprise-grade digital platforms - empowering them to compete, innovate and grow without limits. We're on the lookout for collaborative individuals with diverse perspectives willing to bring their authentic selves to a culture that prioritizes the employee and customer experiences. As a remote-first software company, we are relentlessly focused on living our core values. If you resonate with our core values and culture, read on for the job details below!

Core Values

• Be Customer Obsessed: Prioritize our customer’s success and drive value for them
• Innovate with Agility: Adapt, experiment and take risks
• Deliver Results: Operate with urgency, focus and accountability
• Collaborate Openly: Inclusivity of people, ideas and information
• Operate with Integrity: Do the right thing through transparency and fairness
• Celebrates the Wins: Illuminate accomplishments and recognize one another

Benefits Quick Overview

• Pay Range: $22/H (USD)
• Scheduled Shift: Sunday-Thursday, 8am-5pm (EST)
  • Training Time Requirement: Monday-Friday, 9am-6pm (EST) for initial 6 weeks
• Remote first: We are the pioneers of “work from home” - remote work is our standard
• Equity Appreciation Program: Syncro offers an equity program that everyone participates in
• Unlimited PTO: With a 2 week annual minimum, take time when you need it
• 401k Plan: 2.5% company match of your annual salary
• Health Insurance: Syncro covers 95% of monthly premiums; plans have low deductibles and comprehensive coverage
• Parental Leave: Up to 6 weeks paid parental leave

And more: Ask us about additional benefits like Pet Insurance, Flexible Spending Accounts, and other programs.

The Opportunity

We are seeking a dynamic and motivated Technical Support Representative to provide initial assistance and troubleshooting to our partners. The ideal candidate will excel in multi-tasking and have a solid understanding of IT to handle customer inquiries, resolve common problems, and escalate complex issues to higher-level support. Key responsibilities include responding to calls, emails, and chat support, documenting issues, guiding customers through standard procedures, and ensuring customer satisfaction by delivering efficient and effective solutions. Additionally, this role involves collaborating closely with various departments to design solutions that address behavioral issues, support company growth, and enhance revenue recognition.

What You’ll Be Doing

• Providing exceptional customer support/technical support
• Gaining a deep understanding of our offered products
• Addressing customer inquiries and educating them on our product
• Providing Technical support via Telephone, Chat, and Email services
• Helping connect customers with our sales and development teams
• Manage multiple tasks in a fast-paced environment
• Be a part of creating our ever-expanding Knowledge Base
• Continuously train on new and upcoming product changes
• Proactively communicating with customers: if an issue is being held up, check in every couple days so people feel taken care of
• Helping the team keep a super high level of customer happiness
• Lots more – we have a big list of needs

Must have skills

• 2-3 years of IT Technical Support experience

Nice to have skills

• Familiarity with RMM usage
• Scripting Experience
• QuickBooks experience

Interview Process

At Syncro we believe in transparency and providing candidates with as much information as possible so you can make an informed decision during your job search. Below are the steps of the interview process you can expect:

• 30 minutes, Preliminary Screening with HR
• 1 hour, Tech Support Leadership Panel

AI Usage Policy for Interviews

We encourage candidates to use AI tools to help prepare for interviews, whether that means practicing responses, researching our company, or refining your resume. That said, during live interviews, we expect all answers and interactions to come directly from you without real-time help from AI or other tools. We are not looking for perfect answers. We are looking for honest insights, real experiences, and genuine communication so we can fairly and accurately get to know you.

Company Details

• Website: www.syncromsp.com
• Glassdoor: https://www.glassdoor.com/Overview/Working-at-Syncro-EI_IE4650167.11,17.htm
• LinkedIn: https://www.linkedin.com/company/syncromsp/mycompany/
• Life at Syncro Instagram: https://www.instagram.com/lifeatsyncro/

Syncro is an equal opportunity employer. We are committed to creating an inclusive environment where all employees can thrive and do their best work, free from discrimination and harassment.