Note: The job is a remote job and is open to candidates in USA. Sync.com provides secure cloud storage, file sharing, and document collaboration solutions. The Technical Customer Support role provides Tier II technical, account, and billing support, troubleshoots customer issues, collaborates with development and product teams on bugs and testing, and maintains knowledge of products and support workflows.
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 a related technical role
- Genuinely passionate about technology, with a strong working knowledge of Windows, Mac OS, Linux, iOS, and Android
- Exhibit outstanding written and verbal communication skills, enabling effective communication with clients of varying technical backgrounds
- Comfortable troubleshooting technical issues independently and picking up new tools and systems quickly
- 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
- Fully remote work arrangement
Company Overview