Technical Support Specialist job opportunity at Synthesia.

Home Jobs In United States Of America Tag: Technical Support Technical Support Specialist position at Synthesia


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Synthesia Technical Support Specialist
Experience: 2-years
Pattern: full-time
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Technical Support

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degreeBachelor's (B.A.)
United States Of America

As a #Technical #Support #Specialist (TSS) you are in a position of responsibility to provide more specialized technical assistance and support to customers who are experiencing platform issues and act as an escalation point for Tier 1 support. __ Provide #technical #assistance and support to #customers via email, chat, or remote access calls / tools Record and maintain accurate customer information within our #CRM systems (#Intercom & #Salesforce) Identify and diagnose technical issues related to our platform and other technical components Collaborate with Tier 1 support (CSR’s) to resolve more complex technical issues Escalate issues to Tier 3 support or other teams when necessary Provide timely updates to customers on the status of their request / issues Meet individual and team performance metrics (KPI’s) such as service level agreements, final resolution times, customer satisfaction, first contact resolution and escalation rates Continuously improve your own product knowledge, technical skills and remain up to date with our product, services and processes Participate in knowledge sharing and training sessions with the support team and customers as and when required Provide constructive feedback to the business and leadership teams to improve customer support processes and procedures __ Working Hours Our core business hours are 9am – 6pm EST, Monday to Friday. However, as we’re a global company with customers around the world, weekend work may occasionally be required to support business needs or critical issues. At Synthesia we expect everyone to... Put the Customer First Own it & Go Direct Be Fast & Experimental Make the Journey Fun __ The good stuff... In addition to being a part of a great team, working in a fun and innovative environment, we offer: A competitive salary + stock options in our fast-growing Series D startup 100% Medical, Dental & Vision 401k Plan Paid parental leave 25 days of annual leave + public holidays + paid sick leave Fun culture with regular socials A generous referral scheme A brand new computer + monitor

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