Tier 1 Support Analyst
Here at Syndigo, we're enabling our clients to deliver better eCommerce experiences. We've mastered the right data, right now. From creation to sale, that's the value our partners get from us - a holistic, truly differentiated end-to-end solution that closes the loop while increasing sales.
Basically, we're the accurate data behind how people feel when they shop online with confidence!
We cannot do all of this without our amazing people! Our employees make the magic happen here at Syndigo and we're growing rapidly! We're ready for you to collaborate with us to challenge the status quo!
The Tier 1 support analyst will be responsible for providing exceptional customer service and support to our clients. They will be the first point of contact for our customers, and responsible for triaging issues and escalating them to the appropriate teams when necessary. The ideal candidate will need to have time management skills, be able to collaborate and work independently, and show technical curiosity.
We have multiple Tier 1 Assistance Groups due to the number of services we offer our clients. Our team of Tier 1 Analysts enjoy helping people and figuring out resolutions with a collaborative team environment.
HOW WE’LL BE WINNING TOGETHER DAY TO DAY
- Answering inbound calls and emails from customers as well as responding in a timely and professional manner
- Managing your day-to-day work
- Maintaining knowledge of our products and services to provide accurate information to customers
- Fully addressing client’s questions/issues to make sure they have what they need
- Use opportunities to not only assist customers, but also educate them on important features and processes when necessary
- Escalating issues to our Tier 2 support teams when necessary
- Meeting or exceeding performance metrics, such as response time, resolution time, and customer satisfaction ratings
- Troubleshooting technical issues and providing solutions to customers
- Maintaining a positive and professional attitude with all clients and teammates
WE SHOULD TALK IF THIS SOUNDS LIKE YOU
- 1-2 years of experience in customer service or a related field (preferred)
- Excellent communication skills, both verbal and written
- Ability to work independently and as part of a team
- Excellent problem-solving and critical-thinking skills
- Ability to empathize with customers and convey confidence
- Works with a sense of urgency with the ability to prioritize individual tasks
- Proficient in Microsoft Office and other basic computer skills
- Knowledge of basic technical terminology preferred
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Diversity, Equity & Inclusion
Authenticity fuels our work. In fact, it’s one of our Syndigo Values. To achieve the best version of our organization, we know it takes new ideas, new approaches, new perspectives and new ways of thinking. A purpose we are 100% committed to cultivating.
Diversity is woven into our fabric at Syndigo and it’s how we stay an industry leader, innovating technology solutions that equip our customers with everything they need to be successful!
All are welcome here and we invite you to join our team if you are ready to help us continue that growth!
GDPR/CCPA
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At Syndigo, we care about your privacy. As you go through our recruitment process, we are committed to being transparent about how we process your personal data. To learn more about how Syndigo processes your personal data, go to our Job Applicant Privacy Notice.