Tier 1 Support Analyst

Summary

Join Syndigo as a Tier 1 Support Analyst and provide exceptional customer service to our clients. You will be the first point of contact, triaging issues and escalating them as needed. This role requires excellent communication, problem-solving, and time management skills. You will work independently and collaboratively within a team environment, assisting and educating clients on our products and services. We offer a competitive salary and benefits package, including health insurance, PTO, disability coverage, parental leave, 401k, and tuition reimbursement. The ideal candidate will possess 1-2 years of customer service experience and strong technical aptitude.

Requirements

• 1-2 years of experience in customer service or a related field
• 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 client’s 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

Knowledge of basic technical terminology

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