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.

Job Title: Customer Support Specialist

Role Overview

The Customer Support Specialist is responsible for providing high-quality assistance to customers by addressing inquiries, resolving issues, and ensuring a positive customer experience. This role serves as a key point of contact between the company and its customers, supporting products, services, and internal processes.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, or ticketing systems
• Troubleshoot and resolve customer issues in a timely and professional manner
• Escalate complex issues to the appropriate internal teams when necessary
• Maintain accurate records of customer interactions and case resolutions
• Provide guidance and support regarding products, services, and processes
• Follow up with customers to ensure issue resolution and satisfaction
• Collaborate with cross-functional teams including Operations, IT, Sales, and Technical Support
• Meet established service level agreements (SLAs) and customer satisfaction goals
• Contribute to process improvements and knowledge base documentation

Required Skills & Qualifications

• Bachelor’s degree or equivalent work experience
• 1–3 years of experience in customer service, customer support, or help desk environments
• Strong verbal and written communication skills
• Excellent problem-solving and interpersonal abilities
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Proficiency with customer support and ticketing platforms
• Strong attention to detail and organizational skills

Preferred (Nice to Have)

• Experience with CRM or ticketing tools such as Salesforce, Zendesk, or ServiceNow
• Experience supporting technical or SaaS-based products
• Bilingual communication skills (English/Spanish)
• Familiarity with remote support tools and collaboration platforms

Technical Skills

• Customer support platforms and CRM systems
• Basic troubleshooting and issue resolution
• Documentation and reporting
• Microsoft Office / Microsoft 365 tools

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!