Software Support Specialist - Synergistix Inc

HYBRID POSITION

Company Overview:

Since the company was founded in 1997, Synergistix remains committed to attracting talented people in the software development and CRM solutions field. As we continue to grow and diversify, we are proud to offer an extraordinary company culture with a variety of exciting opportunities and career paths for dedicated professionals. If you are passionate about a rewarding career in the growing global Life Sciences industry, we’d love to hear from you. To learn more about Synergistix visit, www.synergistix.com.

Why Join Us?

We are built from a culture where our focus in on the “we” rather than “I,” where honesty and integrity are as integral to our success as our innovative products. We are looking for individuals who are enthusiastic about technology and are customer service driven, team oriented, have a strong desire to learn and teach others. By joining us, you will enjoy working in a unified and collaborative work environment.

Position Summary:

The Software Support Specialist will provide exceptional customer service and technical support for sales force automation applications and services. The primary responsibility for this position is to provide technical support via phone, chat or email.

Essential Duties & Responsibilities:

• Provide in-depth support via phone, chat, email or remote session for our Synergistix suite of products, services and supported platforms.
• Provide hardware and software support on laptops, tablets and mobile devices.
• Proactively maintain communications with callers through the analysis and resolution process.
• Provide daily follow-up to ensure customer satisfaction.
• Track “Open Tickets” and keep ticket histories current and complete.
• Perform outlined troubleshooting and information gathering prior to call escalation.
• Complete company/client reports on a weekly and monthly basis.
• Monitor all customer support calls in the call tracking system, return calls from customers, as well as enter new problems or requests into the call-tracking database on a daily basis.
• Create technical documentation and offer suggestions for inclusion in department Knowledge Base.
• Perform other duties and/or special projects as assigned.

Qualifications/Competencies:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to allow individuals with disabilities to perform the essential functions.  
• Must adhere to shift start and end times.
• Compliance with all personnel policies.

Education, Experience & Technical Skills:

• Bachelor’s in Computer Science, Information Technology or related field strongly desired. Proven work experience will be considered in lieu of degree. 
• Microsoft Certified Professional certification a plus.
• 2+ years of technical support experience including extensive support experience in a Windows environments strongly preferred.
• Experience providing software support and ability to troubleshoot hardware issues.
• Experience with customer relationship management (CRM) tools and ticketing systems
• Ability to effectively communicate with users of varying technical abilities.
• Ability to perform problem diagnosis for end users with varying degrees of technical understanding.
• Ability to troubleshoot software, printer, MS Office applications, FTP and network connectivity issues.
• Experience in supporting mobile applications such as Android or IOS a plus.
• Basic knowledge of SQL queries a plus.
• Knowledge of basic programming fundamentals a plus (i.e. programming languages, debugging techniques, etc.)

Soft Skills:

• Excellent customer service skills required.
• Strong organizational, verbal, written and inter-group collaborative skills a must.
• Ability to prioritize issues and respond accordingly.
• Strong analytical and problem solving abilities.
• Demonstrated ability to work individually as well as part of a team.
• Self-motivated with the ability to take initiative and provide results.
• Flexibility to perform duties outside of normal job scope.

Perks of Being a "Synergistian":

Synergistix offers a comprehensive benefits package including:

• Comprehensive health plans with generous company match for employee and dependents.
• 401k plan
• Dental and Vision plans
• Supplemental/Gap Plans
• Short and Long Term Disability insurance
• 100% company paid life insurance plan (with buy up)
• Spouse and Children life insurance plans
• Up to 5 weeks of Paid Time Off (PTO)
• Paid Day Off during the month of your birthday
• Paid Day Off during the month of your service anniversary
• Company-paid Volunteer Time
• Flexible work schedules
• Telecommuting (for qualifying positions)
• Casual Dress 5 days a week

Synergistix Cares about its Employees:

At Synergistix, we care about our employees and their career development, while ensuring a challenging work environment. There are many things we do to show our employees they’re valued including the following perks

• Annual Employee Appreciation Day
• Monthly Town Hall Meetings
• Birthday and Service Anniversary Celebrations
• Fun events for you and your family including our Annual Company Picnic and Holiday Celebration
• Bagel Friday’s
• Game room
• Dry cleaning service
• Monthly appreciation events
• ...and much more!

Sounds Like You? Apply Now!

Synergistix is an equal opportunity employer M/F/V/D. We appreciate your interest in our company however only qualified candidates will be considered.