Support Analyst

Syndigo
Summary
Join Syndigo as a Tier 1 support analyst and provide exceptional customer service and support to clients. You will be the first point of contact, triaging issues and escalating them as needed. The ideal candidate possesses time management skills, collaborates effectively, works independently, and demonstrates technical curiosity. This role involves answering calls and emails, managing daily tasks, maintaining product knowledge, fully addressing client inquiries, educating clients on features and processes, escalating issues to Tier 2 support, meeting performance metrics, troubleshooting technical issues, and maintaining a positive attitude. The position requires technical support experience, excellent communication skills, problem-solving abilities, and proficiency in Microsoft Office. Syndigo offers competitive health insurance, PTO, disability benefits, parental leave, 401(k), and tuition reimbursement.
Requirements
- Technical support experience required
- 1-2 years of experience in customer service or a related field
- Desire to/is excited about working with customers
- Personable, engaging, and positive personality
- Excellent communication skills, both verbal and written
- Ability to work independently and as part of a team
- Excellent problem-solving and critical-thinking skills
- Ability to empathize with customers and convey confidence
- Works with a sense of urgency with the ability to prioritize individual tasks
- Proficient in Microsoft Office and other basic computer skills
Responsibilities
- Answering inbound calls and emails from customers as well as responding in a timely and professional manner
- Managing your day-to-day work
- Maintaining knowledge of our products and services to provide accurate information to customers
- Fully addressing clientβs questions/issues to make sure they have what they need
- Use opportunities to not only assist customers, but also educate them on important features and processes when necessary
- Escalating issues to our Tier 2 support teams when necessary
- Meeting or exceeding performance metrics, such as response time, resolution time, and customer satisfaction ratings
- Troubleshooting technical issues and providing solutions to customers
- Maintaining a positive and professional attitude with all clients and teammates
Preferred Qualifications
- Call center experience for a B2B product preferred
- Knowledge of basic technical terminology preferred
Benefits
- Competitive health insurance benefits
- PTO and volunteer time off
- Employer-paid short- and long-term disability
- Parental and adoption leave
- 401(k)
- Tuition reimbursement