Technical Customer Support Representative

Summary

Join Sync.com, Canada's leading cloud storage provider, as a Level 1 Technical Support agent! Work remotely, on-site, or hybrid, assisting clients with technical challenges across various platforms. You'll utilize your expertise to resolve inquiries, document bugs, and collaborate with teams. The ideal candidate possesses 3-4 years of technical support experience, strong communication skills, and familiarity with cloud storage platforms. Enjoy a flexible schedule, generous wellness programs, best-in-class health benefits, paid vacation, and a work-from-home option.

Requirements

• Possess a minimum of 3-4 years of experience in technical support, preferably in the cloud storage or SaaS industry
• Display a passion for technology and possess a strong familiarity with web applications, Windows, Mac OS, iOS, and Android
• Possess experience in troubleshooting SaaS, desktop and mobile applications
• Possess strong knowledge of cloud storage platforms such as Google Drive, Microsoft OneDrive, Dropbox, Box, etc
• Proficient in tools such as Slack, Zendesk, Jira, Google Workspace, Office 365, and Confluence
• Exhibit outstanding written and verbal communication skills, enabling effective communication with clients of varying technical backgrounds
• 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

Responsibilities

• Act as the initial point of contact for clients using our cloud storage and sharing platform, ensuring their inquiries and issues are resolved efficiently
• Utilize your expertise in technical support to assist clients with various technical challenges across different platforms such as the web, desktop and mobile
• Employ exceptional written and verbal communication skills to effectively explain complex technical concepts in a clear and non-technical manner, catering to the customers' understanding
• Utilize your problem-solving skills and logical, methodical approach to identify patterns and find optimal solutions for clients' technical concerns
• Work closely with the product and engineering teams to document product bugs, feature requests and enhancements based on both internal and customer feedback
• Assist clients through various support channels such as email, phone, live chat, and social media
• Collaborate effectively in a team-oriented environment, seamlessly taking over and resolving support tickets previously handled by other agents
• Work independently in a remote setting, demonstrating strong self-motivation, organization to manage tasks, meet deadlines and deliver exceptional technical support

Preferred Qualifications

The ideal candidate must be able to work on weekends as part of a rotating schedule

Benefits

• Generous wellness program to keep your work-life balance in check
• Best in the class health benefits
• Paid vacation with carry-over
• Flexible work schedule
• Work from home option