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.

Customer Support Specialist

Job Summary
We are seeking a Customer Support Specialist to provide excellent service and timely assistance to customers across multiple communication channels. The successful candidate will be responsible for understanding customer needs, resolving issues, documenting interactions, and ensuring a positive customer experience.
This role requires strong communication skills, patience, problem-solving abilities, and a customer-first mindset.

Key Responsibilities
Respond to customer inquiries through email, phone, chat, and other support channels.
Provide accurate information regarding products, services, processes, and account-related questions.
Investigate, troubleshoot, and resolve customer issues efficiently.
Escalate complex or sensitive cases to the appropriate internal team.
Maintain detailed and accurate records of customer interactions in the CRM or ticketing system.
Follow up with customers to ensure their issues have been fully resolved.
Meet established service-level agreements, response-time targets, and customer satisfaction goals.
Identify recurring issues and share feedback with relevant departments.
Collaborate with Sales, Operations, Product, Technical Support, and other internal teams.
Stay current on company policies, products, services, and support procedures.
Contribute to the development and improvement of FAQs, knowledge articles, and support processes.
Handle customer information responsibly and comply with company privacy and security policies.

Required Qualifications
Bachelor’s degree or equivalent experience in Business, Communications, Customer Service, or a related field.
[1–3] years of experience in customer support, customer service, help desk, or a similar role.
Excellent written and verbal communication skills.
Strong active-listening and problem-solving abilities.
Ability to manage multiple customer requests and prioritize effectively.
Experience using CRM, ticketing, chat, or customer-support platforms.
Proficiency in Microsoft Office or Google Workspace.
Strong attention to detail and accurate documentation habits.
Ability to work independently and collaboratively in a team environment.
Professional, patient, empathetic, and solution-oriented approach.

Preferred Qualifications
Experience supporting technology, SaaS, cloud, or business-to-business customers.
Familiarity with IT service management or ticketing platforms.
Experience working with service-level agreements and support metrics.
Knowledge of customer experience principles and support best practices.
Bilingual communication skills, such as English and Spanish, depending on business requirements.
Experience supporting customers across multiple regions or time zones.
Core Competencies
Customer focus
Clear communication
Problem solving
Empathy and patience
Accountability
Organization and prioritization
Adaptability
Teamwork
Attention to detail
Continuous improvement
Performance Indicators
Customer satisfaction score
First-response time
Resolution time
First-contact resolution rate
Ticket backlog and accuracy
Service-level agreement compliance
Quality assurance scores
Customer retention or resolution outcomes
Working Conditions
Full-time position
Location: [City, Country / Remote / Hybrid]
Working schedule: [Business hours / Rotating shifts / Coverage requirements]
May require occasional support outside standard business hours, depending on customer and operational needs.

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!

Syntax is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.