Synthesia

Customer Support Associate

Synthesia

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Respond to customer inquiries via email, chat, or social media in a timely and professional manner
  • Provide accurate information and support to customers to resolve their issues
  • Identify and escalate complex issues to Tier 2 support when necessary
  • Collaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issues
  • Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
  • Meet individual and team performance metrics (KPI’s) such as first response times, first contact resolution rates, and customer satisfaction
  • Continuously improve your own product knowledge and remain up to date with our product, services and processes
  • Provide constructive feedback to the business and leadership team to improve customer support processes and procedures

Requirements

  • High school diploma or equivalent; college or a degree in a related field is desirable but not essential
  • At least 1 year experience within a technical support environment
  • Excellent verbal and written communication skills
  • Customer-oriented mindset with a strong desire to exceed customer expectations
  • Ability to multitask and manage time effectively
  • Good computer skills and experience with CRM systems and other customer support software (Zendesk, Freshdesk, Intercom, Hubspot, Salesforce)
  • Ability to work in a fast-paced and dynamic environment
  • Ability to work independently and as part of a team
  • Flexibility to work different shifts, bank holidays and weekends as and when required
Benefits
  • A competitive salary + stock options in our fast-growing Series D startup
  • Hybrid working environment for NY based employees
  • 100% Medical, Dental & Vision
  • 401k Plan
  • Paid parental leave
  • Fun culture with regular socials
  • A generous referral scheme
  • A brand new computer + monitor
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supportcustomer supportproduct knowledgeperformance metricsfirst response timesfirst contact resolution ratescustomer satisfaction
Soft Skills
verbal communicationwritten communicationcustomer-oriented mindsetmultitaskingtime managementindependenceteam collaborationflexibility
Certifications
high school diplomacollege degree