Software Support Specialist - Synergistix

• 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 the department Knowledge Base.
• Perform other duties and/or special projects as assigned.

• 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 essential functions.   
• Must adhere to shift start and end times.
• Compliance with all personnel policies. 

• A bachelor’s in Computer Science, Information Technology, or a related field is strongly desired. Proven work experience will be considered in lieu of a degree.  
• Microsoft Certified Professional certification is a plus.
• 2+ years of technical support experience including extensive support experience in a Windows environment strongly preferred.
• Experience providing software support and the 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 is a plus.
• Basic knowledge of SQL queries is a plus.
• Knowledge of basic programming fundamentals a plus (i.e. programming languages, debugging techniques, etc.)

• Excellent customer service skills are required.
• Strong organizational, verbal, written, and inter-group collaborative skills are 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.

• Synergistix offers a comprehensive benefits package including: 
• Comprehensive health plans with generous company match for employees 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's 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

• 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!

Since 1997, Synergistix has driven the commercial success of Life Sciences companies by enabling them to build strong customer relationships and highly effective sales teams. In addition, Life Sciences companies turn to Synergistix for our sample accountability services and sample management support. 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. To learn more about Synergistix visit, www.synergistix.com.