Customer Support Specialist

Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

The Customer Support Specialist is responsible for delivering an exceptional customer experience by providing timely, accurate, and effective assistance to clients via email, chat, or phone. This role ensures that customer inquiries are handled with professionalism and empathy, while collaborating with internal teams to resolve issues and continuously improve support processes.

Key Responsibilities:

• Provide first-level support to customers through multiple communication channels (email, chat, phone, ticketing systems).

• Diagnose and resolve technical or product-related issues, escalating complex cases when necessary.

• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.

• Collaborate with internal teams (Product, IT, Sales, etc.) to ensure prompt issue resolution and feedback loops.

• Monitor and follow up on open cases to ensure timely closure and customer satisfaction.

• Identify recurring issues and propose process or product improvements to reduce support requests.

• Participate in training sessions to stay up to date with new features, policies, or procedures.

• Contribute to the creation and maintenance of a knowledge base or FAQ documentation.

Qualifications and Requirements:

• Bachelor’s degree in Business Administration, IT, Communications, or related field (or equivalent experience).

• 1–3 years of experience in customer support, helpdesk, or client services roles.

• Strong communication and problem-solving skills.

• Customer-oriented mindset with high attention to detail and patience.

• Proficiency with CRM or ticketing systems (e.g., Zendesk, Salesforce, HubSpot, Freshdesk).

• Intermediate to advanced English (written and spoken).

• Ability to work independently and in a team-oriented, fast-paced environment.

Preferred Skills (Nice to Have):

• Experience in a technology or SaaS company.

• Knowledge of IT troubleshooting or basic software support.

• Familiarity with KPIs such as response time, resolution rate, and customer satisfaction (CSAT/NPS).

Key Competencies:

• Empathy and active listening

• Communication clarity

• Time management

• Team collaboration

• Analytical thinking

• Adaptability and continuous learning

Performance Indicators:

• Customer satisfaction (CSAT)

• Average response and resolution times

• Ticket backlog and closure rate

• Feedback from customers and internal teams

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.  

• Competitive, above-average compensation
• Global tourist: With us, you can also work from abroad from time to time
• Flexible working time models, home office
• Attractive benefits, e.g. company pension scheme or various health offers
• A modern environment in which the "you" is part of it
• Open feedback culture, flat hierarchies and a motivated team
• Individual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!