Technical Support Representative

OverviewAt 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 ValuesBe Customer Obsessed: Prioritize our customer's success and drive value for themInnovate with Agility: Adapt, experiment and take risksDeliver Results: Operate with urgency, focus and accountabilityCollaborate Openly: Inclusivity of people, ideas and informationOperate with Integrity: Do the right thing through transparency and fairnessCelebrates the Wins: Illuminate accomplishments and recognize one anotherBenefits Quick OverviewPay Range: $22/H (USD)Scheduled Shift: Sunday-Thursday, 8am-5pm (EST)Training Time Requirement: Monday-Friday, 9am-6pm (EST) for initial 6 weeksRemote first: We are the pioneers of "work from home" - remote work is our standardEquity Appreciation Program: Syncro offers an equity program that everyone participates inUnlimited PTO: With a 2 week annual minimum, take time when you need it401k Plan: 2.5% company match of your annual salaryHealth Insurance: Syncro covers 95% of monthly premiums; plans have low deductibles and comprehensive coverageParental Leave: Up to 6 weeks paid parental leaveAnd more: Ask us about additional benefits like Pet Insurance, Flexible Spending Accounts, and other programs.The OpportunityWe 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 DoingProviding exceptional customer support/technical supportGaining a deep understanding of our offered productsAddressing customer inquiries and educating them on our productProviding Technical support via Telephone, Chat, and Email servicesHelping connect customers with our sales and development teamsManage multiple tasks in a fast-paced environmentBe a part of creating our ever-expanding Knowledge BaseContinuously train on new and upcoming product changesProactively communicating with customers: if an issue is being held up, check in every couple days so people feel taken care ofHelping the team keep a super high level of customer happinessLots more – we have a big list of needsMust have skills2-3 years of IT Technical Support experienceNice to have skillsFamiliarity with RMM usageScripting ExperienceQuickBooks experienceInterview ProcessAt 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 HR1 hour, Tech Support Leadership PanelAI Usage Policy for InterviewsWe 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 DetailsWebsite: www.syncromsp.comGlassdoor: https://www.glassdoor.com/Overview/Working-at-Syncro-EI_IE4650167.11,17.htmLinkedIn: 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.#J-18808-Ljbffr