Integration Support Specialist/ analyst - Work from Home/Remote

This is a remote position.

SyncEzy is a growing SaaS Integrations Company in the B2B space, with a strong focus on the Trades and Service Industries. We connect world-class business applications with deep integrations. 

At Syncezy we put service before sale. We have a strong team of Integration specialists providing technical support to our global clientele. To learn more about us checkout www.SyncEzy.com.

Role: 

We are currently looking for Integration Support Specialists to join our global team. 

Your role will be working with SyncEzy customers to ensure they get outstanding customer support via chat, email, phone or video calls / online meetings. You will apply your knowledge of our product to resolve Customer issues. This role is not only answering questions - it's about digging deeper and coming up with solutions to a variety of time-sensitive, operationally critical issues. It will often require you to work with other support team members, developers, QA staff to provide the most up to-date information and solutions to our clients.

 Responsibilities: 

• Work directly with customers to research, troubleshoot, and lead resolution for integration issues in a timely manner.
  

• Monitor Customer Support Helpdesk. Manage incoming case queue and maintain focus on resolving customer cases quickly and effectively in line with our service level agreements. 
  

• Clear and concise documentation of customer communication in the issue management system. Writing Manuals and How to Guides for our new integration products.
  

• Collaborate with Development, QA and other Technical Analysts to research, identify and validate issue resolutions. Log issues to development. Assist in planned rolled outs. 
  

• Customizing CRM systems as per client needs with the help of a technical team.
  

• Assist in customer onboarding. 
  

• Participate in our 24x5 global coverage plan. Flexible to work in shifts
  

Requirements

1. Degree in computer science. 
   

2. Four or more years of experience as a customer support specialist for international enterprise software applications or International Software as a Service companies.
   

3. Fluent in communicating in English.
   

4. Excellent written and verbal communication skills.
   

5. Prior experience in handling clients via emails, chat, meetings, and phone calls.
   

6. Ability to act promptly based on concerns shared by customers such as technical issues, additional service requests, and coordinating with internal and external stakeholders.
   

7. Ensure service SLAs are met at any cost.
   

8. Willingness to complete training, with a significant expectation for self-training along with attending regular training sessions.
   

9. Occasional night shift work, including handling customer queries, onboarding customers, supporting internal teams, and resolving tickets with minimum supervision. 
   

10. Experience with setup and implementation of simPRO, ZOHO CRM, Salesforce, Infusionsoft, Hubspot, or other SaaS experience. 
    

11. Prior experience in using tools such as Zoho, HubSpot, Jira, Zapier, and HelpScout will be an advantage but is not mandatory. 
    

12. Experience in investigations and root cause analysis, and familiarity with ticket resolution processes and onboarding. 
    

13. Ability to absorb new technologies and features quickly. 
    

14. Can work in a fast-paced, dynamic, and fun team environment.
    

Benefits

• A TRUE Remote / Work from Home position.  We are a Global Remote company, and have been remote working long before it was made popular by COVID. We have staff dispersed across 4 countries and 15 cities.  We pride ourselves on running a flat organization, with a friendly and going culture.
  

*** SyncEzy is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.