Customer Service Specialist

TITLE: Technical Customer Support Analyst (Customer Service)LOCATION: REMOTE (CST/ EST)ANTICIPATED DURATION: 6-9 month contract (possibility of conversion)Technical Support Analyst Responsibilities:

Synergis's client is seeking a customer-focused, critical-thinking Technical Support Analyst. As a Technical Support Analyst, you will play a vital role in providing first-level support, diagnosing issues, and ensuring customer satisfaction. Support may include looking at file extracts to establish submission error causes, helping customers update their files from a data entry perspective, administrative access/permissions, and assisting with report building or data analysis. If this position would be a fit for your skillset, please apply today!

• Respond to customer inquiries and technical issues through various communication channels, primarily including email and chat
• Diagnose and troubleshoot basic technical problems related to software, hardware, network connectivity, and system configurations across one skillset or product line
• Document customer interactions, inquiries, and solutions accurately in the ticketing system
• Escalate complex issues as appropriate and ensure effective communication throughout the escalation process
• Collaborate with team members to share knowledge and identify recurring issues for proactive problem-solving
• Provide timely and courteous customer service, ensuring that customers feel valued and supported
• Follow established support processes and procedures, contributing to continuous process improvement efforts
• Stay up to date with the latest product updates, features, and technical information to provide accurate assistance to customers
• Contribute to the creation of user guides, FAQs, and self-help resources for customers

Technical Support Analyst Requirements:

• Customer-focused mindset with a commitment to delivering exceptional service
• Strong problem-solving skills with a logical and analytical approach to troubleshooting
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users
• Experience in a technical support center is preferred
• 1+ years’ experience with Windows Operating systems XP, Vista, Windows 7, Windows 8, and Windows 10, as well as all common web browsers
• Ability to work in a fast-paced environment
• Experience using customer support tracking tool
• Ability to work in a fast-paced environment
• Experience working with SQL Databases, XML and scripting preferred
• Technical Support Analyst Preferred Experience: Graduate in computer science or related field
• 1-2 years in technical support role or similar capacity
• Excellent demonstrated customer service and problem solving
• Ability to critically analyze and respond to technical problems and resolve with ease

The hourly pay rate range for this position is $18-$20 (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, 401k and commuter benefits. *Note: Disclosure as required by the Equal Pay for Equal Work Act (CO), NYC Pay Transparency Law, and sb5761 (WA)

Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.

For immediate consideration, please forward your resume to mmiller@synergishr.com

If you require assistance or an accommodation in the application or employment process, please contact us at mmiller@synergishr.com.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the requirements of applicable state and local laws, including but not limited to, the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.