Note: The job is a remote job and is open to candidates in USA. Sync.com is Canada's largest cloud storage and document collaboration provider, helping businesses and individuals securely store, share, and collaborate on files. The Technical Customer Support role provides Tier II technical, account, and billing support, troubleshoots customer issues, and collaborates with development and product teams on bug escalation, feedback, and quality assurance.
Responsibilities
- Provide exceptional technical support to customers using our cloud storage and file sharing platform, resolving technical, account, and billing inquiries while communicating complex concepts in a clear, customer-friendly way
- Troubleshoot and investigate technical issues using a logical, methodical approach, identifying patterns and delivering effective solutions tailored to each customer's level of technical expertise
- Collaborate closely with the development and product teams by reproducing issues, escalating bugs, providing detailed feedback, suggesting potential solutions, and assisting with QA testing and validation of new features and fixes
- Develop a strong understanding of Sync's products, systems, internal processes, and escalation workflows to deliver accurate, efficient, and high-quality customer support
Skills
- Possess a minimum of 4 years of experience in technical support, customer support, or systems administration
- Hold an academic background in Computer Science or Engineering, demonstrating a solid foundation in technical principles
- Exhibit outstanding written and verbal communication skills, enabling effective communication with clients of varying technical backgrounds
- Display a passion for technology and possess a strong familiarity with Windows, Mac OS, Linux, iOS, and Android, up to the level of a systems administrator
- Showcase flexibility in working evenings, weekends, and holidays to ensure seamless support coverage
- Exhibit a proactive attitude, an eagerness to find the best solutions, and a commitment to supporting over 2,000,000 companies of all sizes who rely on our cloud storage and sharing solutions
Benefits
- You can choose to work remotely, on site or a hybrid of both
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