About The Role
At Syncware, we know that one key to our growth is exceptional customer experience delivered by a high-performing team. As a first line of communication with our customers, this Customer Support role requires a solid understanding of the Syncware product and a sense of responsibility for Syncware’s mission-critical role in the success of our customers and our customers' customers.
Your job will be to listen and support with empathy then problem-solve and educate so customers are better equipped to help themselves in the future. Your daily schedule will include a mix of chat, email, and occasionally, video meetings while ensuring quick response times to inbound inquiries and open issues. Beyond a number of tracking metrics (response time, time to resolution, etc.) your number one success metric will be results from our one-question satisfaction survey: “If you were hiring for a customer support role, would you hire me?”
Role Responsibilities
- Become a Syncware product expert: Fully learn and understand the Syncware product to be able to provide outstanding pre-sales, onboarding and tech support.
- General inquiries / How to’s: Review and respond to inquiries–from how Syncware works to billing questions to gathering product requests. Then investigate and deliver solutions–hand-off to sales, gather input from internal experts, and respond directly to customers.
- Product troubleshooting: Based on customer support inquiries, determine the issue(s) by asking probing questions, getting specific examples of the issue(s), and then reviewing customer-specific settings, including error logs, to diagnose and determine the resolution for the issue. Resolve with customers when possible using self-service options or work with internal engineering team to resolve more complex issues requiring level 2 support.
- Internal ‘Voice of Customer’: Advocate for customers internally by communicating product feedback and reported issues to improve functionality.
- Develop scalable, repeatable processes: Build the foundational elements and culture for growth through continuous improvement by contributing to documented processes and learnings.
About You
- You love customers and make them the center of your work universe.
- You want to help others learn and be successful.
- You are hands-on.
- Strong communication skills via live chat, email, and video/phone calls.
- At least a Bachelor’s degree or 3+ years of relevant work experience.
- 2-3 years of customer-facing role, e.g. sales, success, support, etc.
- Self-starter, experience working in a fully-remote environment
- Tech Skills Helpful
- Basic knowledge of database structure and field mapping concepts is helpful.
- Basic knowledge of software development and support lifecycle.
- Good to have prior experience working with diverse dev teams.
- Experience in any B2B and/or B2C eCommerce related software is preferred but not required.
- Bonus: Personal or Professional experience as a retailer, distributor, or manufacturer of consumer product goods is ideal for understanding our customers needs.
Role Details
- Reports to CEO
- Hours: Full Time, Part-Time Flex
