Technical Customer Support Representative

October 10

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Sync.com

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secure cloud storage • encryption • privacy • file sharing • secure backup

11 - 50

Description

• Act as the initial point of contact for clients using our cloud storage and sharing platform, ensuring their inquiries and issues are resolved efficiently. • Utilize your expertise in technical support to assist clients with various technical challenges across different platforms such as the web, desktop and mobile. • Employ exceptional written and verbal communication skills to effectively explain complex technical concepts in a clear and non-technical manner, catering to the customers' understanding. • Utilize your problem-solving skills and logical, methodical approach to identify patterns and find optimal solutions for clients' technical concerns. • Work closely with the product and engineering teams to document product bugs, feature requests and enhancements based on both internal and customer feedback. • Assist clients through various support channels such as email, phone, live chat, and social media. • Collaborate effectively in a team-oriented environment, seamlessly taking over and resolving support tickets previously handled by other agents. • Work independently in a remote setting, demonstrating strong self-motivation, organization to manage tasks, meet deadlines and deliver exceptional technical support.

Requirements

• Possess a minimum of 3-4 years of experience in technical support, preferably in the cloud storage or SaaS industry. • Display a passion for technology and possess a strong familiarity with web applications, Windows, Mac OS, iOS, and Android. • Possess experience in troubleshooting SaaS, desktop and mobile applications. • Possess strong knowledge of cloud storage platforms such as Google Drive, Microsoft OneDrive, Dropbox, Box, etc. • Proficient in tools such as Slack, Zendesk, Jira, Google Workspace, Office 365, and Confluence. • Exhibit outstanding written and verbal communication skills, enabling effective communication with clients of varying technical backgrounds. • 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

• Generous wellness program to keep your work-life balance in check • Best in the class health benefits • Paid vacation with carry-over • Flexible work schedule • Work from home option