Snapshot:
This position follows a fixed schedule of Tuesday through Saturday, 8:00 AM – 4:30 PM EST, and includes participation in a rotating holiday schedule.
How you will help::
Synchronoss Technologies (Nasdaq: SNCR), a global leader in personal Cloud solutions, empowers service providers to establish secure and meaningful connections with their subscribers. Our SaaS Cloud platform simplifies onboarding processes and fosters subscriber engagement, resulting in enhanced revenue streams, reduced expenses, and faster time-to-market. Millions of subscribers trust Synchronoss to safeguard their most cherished memories and important digital content.
We are looking for a Technical Customer Support Specialist to join our Tier 1 team, serving as the first point of contact for customers needing assistance with our products or services. In this role, you’ll deliver outstanding support by actively listening, clearly communicating, and efficiently troubleshooting a range of technical issues. You will triage and resolve customer concerns, and when needed, escalate complex cases to internal teams — all while ensuring a positive and solution-focused experience.
This position follows a fixed schedule of Tuesday through Saturday, 8:00 AM – 4:30 PM EST, and includes participation in a rotating holiday schedule.
How you will help::
- Respond to customer inquiries via phone, chat, and email, delivering communication that is professional, empathetic, and efficient.
- Diagnose and resolve technical issues through remote device support, offering step-by-step guidance, and escalating complex problems to higher-level support as necessary.
- Accurately document all customer interactions and technical troubleshooting steps in the company’s CRM system.
- Maintain a strong understanding of our products, services, and technical systems to provide accurate information and solutions.
- Collaborate with team members and cross-functional departments to resolve customer issues and enhance service quality.
- Manage moderate call volumes and support tickets, ensuring timely responses and maintaining quality standards.
- Follow up with customers to confirm resolution and satisfaction.
- Stay current on product updates, internal tools, and industry best practices to continuously improve support delivery.
- High school diploma or equivalent required.
- 1-2 years of experience in customer support, technical support, or a help desk environment.
- Experience with CRM or ticketing systems (e.g., ServiceNow, Jira).
- Strong active listening and communication skills.
- Proficiency in troubleshooting technical issues (hardware, software, network).
- Familiarity with Command Line Interface(CLI).
- Working knowledge of multiple operating systems (Windows, macOS, Linux, Android, iOS) and modern web browsers.
- Ability to multi-task and manage multiple support channels (phone, chat, email).
- Excellent problem-solving and attention to detail.
- Strong time management skills and ability to work independently.
- A customer-first mindset with a proactive approach to problem solving.
- Associate’s or Bachelor’s degree in a related field.
- Basic understanding of networking concepts (e.g., IP, DNS, Wi-Fi).
- Experience using remote desktop tools (e.g., Bomgar, Screencastify).
- Familiarity with system administration practices.
- Base Pay Range of $19-$21/hr + Bonus
- Flex Time PTO
- Healthcare
- 401K
- Vision
- Dental
Synchronoss is proud to be an Equal Opportunity Employer. As a global company, we value and celebrate diversity and are committed to a workplace free from discrimination and harassment. We take pride in fostering an inclusive environment based on mutual respect and merit. We are at our best when our workforce is dynamic in thought, experience, skill set, race, age, gender, sexual orientation, sexual expression, national origin and beyond.
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