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.

Customer Support Specialist

Position Summary

The Customer Support Specialist is responsible for providing exceptional support to customers by addressing inquiries, resolving issues, and ensuring a positive customer experience. This role serves as a primary point of contact for customers and works closely with internal teams to deliver timely and effective solutions.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and support ticketing systems.
• Troubleshoot and resolve customer issues in a timely and professional manner.
• Document customer interactions, issues, and resolutions accurately.
• Escalate complex issues to appropriate internal teams when necessary.
• Monitor and manage support tickets to ensure service level agreements (SLAs) are met.
• Educate customers on products, services, features, and best practices.
• Identify recurring issues and provide feedback to improve products, services, and processes.
• Maintain a high level of customer satisfaction and professionalism in all interactions.
• Collaborate with cross-functional teams including Sales, Operations, Product, and Technical Support.
• Contribute to the development and maintenance of knowledge base articles and support documentation.

Required Qualifications

• Bachelor's degree or equivalent work experience.
• 1–3 years of experience in Customer Service, Customer Support, Help Desk, or a related role.
• Strong verbal and written communication skills.
• Excellent problem-solving and troubleshooting abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Proficiency with Microsoft Office and CRM/ticketing platforms.

Preferred Qualifications

• Experience with Salesforce, Zendesk, ServiceNow, Freshdesk, or similar support tools.
• Experience supporting SaaS, technology, telecommunications, financial services, or professional services customers.
• Bilingual skills (English required; additional languages are a plus).
• Experience working in a customer-centric environment with defined service metrics and SLAs.

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!