Technical Support Representative

About Syncro

Syncro is a remote-first software company with a vision to empower businesses with enterprise-grade digital platforms, enabling them to compete, innovate, and grow. We prioritize both employee and customer experiences, fostering a collaborative and inclusive culture where diverse perspectives thrive. As pioneers of remote work, we operate globally while upholding our core values.

Core Values

• Be Customer Obsessed: Prioritize our customer’s success and drive value for them.
• Innovate with Agility: Adapt, experiment, and take risks.
• Deliver Results: Operate with urgency, focus, and accountability.
• Collaborate Openly: Embrace inclusivity of people, ideas, and information.
• Operate with Integrity: Do the right thing through transparency and fairness.
• Celebrates the Wins: Illuminate accomplishments and recognize one another.

About the Role

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 multitasking, possess a solid understanding of IT, and handle customer inquiries via calls, emails, and chat. This role involves resolving common problems, escalating complex issues, documenting solutions, and collaborating with other departments to enhance customer satisfaction and support company growth.

Responsibilities

• Provide exceptional customer and technical support.
• Develop a deep understanding of our products.
• Address customer inquiries and educate them on our product.
• Deliver technical support via telephone, chat, and email.
• Connect customers with sales and development teams as needed.
• Manage multiple tasks in a fast-paced environment.
• Contribute to our ever-expanding Knowledge Base.
• Train continuously on new and upcoming product changes.
• Proactively communicate with customers, checking in every 24 hours if issues are unresolved.
• Maintain a high level of customer happiness.
• Uphold key performance metrics related to customer satisfaction, response times, and resolution times.

Requirements

• 2-3 years of IT Technical Support experience.
• Firm understanding of RMM (Remote Monitoring and Management) usage.
• Proficient understanding of IT systems and support tools such as ticketing systems and remote desktop software.
• Self-driven and collaborative, with a focus on personal and team development.
• High compassion and a strong desire to help all stakeholders.
• Excellent verbal, written, and electronic communication skills.
• Exceptional phone presence and soft skills, including maintaining composure with frustrated customers.
• Natural attention to detail and investment in customer success.
• Self-motivated with the ability to think creatively to solve customer needs.
• Ability to multitask and prioritize in a fast-paced environment.
• Accountability for performance metrics and handling high-pressure situations calmly.
• Adaptability and learning agility to quickly master new systems and processes.
• Understanding of MSP (Managed Service Provider) operations and service delivery models.

Nice to Have Skills

• Scripting experience.
• QuickBooks experience.
• PSA (Professional Services Automation) experience, including ticketing, invoicing, estimates, and procurement systems.
• Experience within the MSP industry or in software QA/related environments.

Benefits

• Pay Range: $22/hour (USD).
• Bonus Plan: Eligible for a quarterly, performance-based bonus plan after 6 months of employment.
• Equity Appreciation Program: All employees participate in an equity program.
• Unlimited PTO: Minimum of 2 weeks annually, with flexibility to take time as needed.
• 401k Plan: Hassle-free plan with a 2.5% company match of your annual salary.
• Health Insurance: Syncro covers 95% of monthly premiums for you and your dependents, with low deductibles and out-of-pocket costs.
• Parental Leave: Up to 6 weeks of paid parental leave.
• Additional benefits include Pet Insurance, Flexible Spending Accounts, 100% employer-paid Short Term Disability, and Ultra-Remote Work options.

Training Schedule

Initial training requires a Monday-Friday schedule from 9 AM to 6 PM (EST) for the first 6 weeks.

Company Details

Syncro is a B2B SaaS company serving the Managed Services Provider (MSP) industry. Our platform empowers MSPs—essentially outsourced IT departments—with tools and automation to run their businesses and enhance client services. We foster a highly collaborative and creative team environment focused on operational excellence and customer success.

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