Technical Support Representative

Technical Support RepresentativeAt 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.Core Values:Be 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 Overview:Pay Range: $22/H (USD)TS Bonus Plan: At 6 months of employment you are eligible for the quarterly, performance-based bonus planScheduled Shift: To Be Determined*Training Time Requirement: Monday-Friday, 9am- 6pm (EST) for initial 6 weeksRemote first: We are the PIONEERS of "work from home" - remote work is all we have ever done and we do it well!Equity Appreciation Program: Syncro offers an equity program that everyone participates inUnlimited PTO: With a 2 week annual minimum, Syncro wants you to take time when you need it401k Plan: A hassle free plan with a 2.5% company match of your annual salaryHealth Insurance: Syncro covers 95% of the monthly premiums for you and your dependents. Plus our plans have extremely low deductibles and out of pocket costs that don't sacrifice great coverage for you or your family anywhere in the USParental Leave: Up to 6 weeks paid parental leave so you can focus on the new addition to your familyAnd more!: Ask us about our other benefits like Pet Insurance, Flexible Spending Accounts, 100% employer paid Short Term Disability, and Ultra-Remote WorkThe Opportunity:We 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 Doing:Providing 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 24 hours so stakeholders feel taken care ofHelping the team keep a high level of customer happinessWhat We're Looking For:Technical Proficiency - proficient understanding of IT systemsFamiliarity with support tools such as ticketing systems and remote desktop softwareSelf-driven, self-learnerCollaborative and driven to develop yourself and the team you're part ofHigh compassion and you want to help all stakeholdersExcellent communication skills – verbal, written and electronicExceptional phone presence and soft skillsMaintaining composure and patience when dealing with frustrated or upset customersUpholding a professional demeanor and providing respectful and courteous serviceYou care — which means a natural attention to detail and investment in customer successSelf motivated with ability to think creatively to identify solutions for addressing customer needsAbility to multitask and prioritize in a fast paced environmentEfficiently managing time to handle multiple tickets or customer interactions without compromising qualityYou're kind and wily (in a good way)Accountable for upholding key performance metrics related to customer satisfaction, response times, and resolution timesHandling high-pressure situations calmly and effectively, especially when dealing with challenging customers or technical problemsAdaptability and Learning Agility - Willingness and ability to quickly learn new systems, technologies, and processesFlexibility to adapt to changing work environments and customer needs, as well as a proactive attitude towards continuous improvement and self-developmentUnderstanding of MSP operations and service delivery modelsMust Have Skills:2-3 years of IT Technical Support experienceFirm understanding of RMM usageNice To Have Skills:Scripting ExperienceQuickbooks ExperiencePSA (ticketing, invoicing, estimates and procurement systems) ExperienceExperience within our industry is a strong plus, including work with MSPs, as well as relevant experience outside the industry in software QA or related environmentsInterview Process:30m, Preliminary Screening with HR1H, Tech Support Leadership PanelWe value the opportunity to meet our potential team members face-to-face; therefore, a live, in-person interview may be a required final step before an offer is extended. Please note that this will include travel at Syncro's expense to do so.To ensure the integrity of our team, all successful candidates will also undergo a thorough background and identity screening during the onboarding process.AI Usage Policy for Interviews:We 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 Details:Syncro is a B2B SaaS company with a highly collaborative and creative team serving the Managed Services Provider (MSP) industry. Picture an MSP as a company's outsourced IT department - our platform empowers them with the tools and automation they need to run their businesses and supercharge their client services. Our goal is to empower our customers (we call them partners) to thrive through operational excellence. We're all about making it happen together! Syncro