Technical Customer Support Representative

About the company
Sync is Canada's largest cloud storage and document collaboration provider, and a world-leader in cloud content management. Our mission is to make secure file storage, sharing, and collaboration easy for everyone – by providing a safe space for the world to collaborate. We're transforming the way SMBs work together, and we're actively expanding into digital enterprise. We need your help!
By joining Sync you will have an amazing opportunity to help over 2 million businesses and individuals worldwide store important information, share big ideas, and collaborate on game changing projects. You will help define what the future of work looks like. Most importantly you will be part of an incredible team helping to get the world in Sync.
About the Role
Are you the go to person for your family and friends when they need a technical guru? Do you enjoy collaborating and working in a team to find solutions? Are you proud of your communication skills?
If this sounds like you Sync.com has an opportunity for you where you can choose to work remotely, on site or a hybrid of both as a part of Sync’s Level 1 Technical Support team!
Candidates must be available to work weekends as part of their permanent schedule, with two days off scheduled between Monday and Friday. During the initial training period, the candidate will work a Monday-to-Friday schedule.
Responsibilities

• Act as the initial point of contact for clients using our cloud storage and sharing platform, ensuring their inquiries and issues are resolved efficiently.
• Utilize your expertise in technical support to assist clients with various technical challenges across different platforms such as the web, desktop and mobile.
• Employ exceptional written and verbal communication skills to effectively explain complex technical concepts in a clear and non-technical manner, catering to the customers' understanding.
• Utilize your problem-solving skills and logical, methodical approach to identify patterns and find optimal solutions for clients' technical concerns.
• Work closely with the product and engineering teams to document product bugs, feature requests and enhancements based on both internal and customer feedback.
• Assist clients through various support channels such as email, phone, live chat, and social media.
• Collaborate effectively in a team-oriented environment, seamlessly taking over and resolving support tickets previously handled by other agents.
• Work independently in a remote setting, demonstrating strong self-motivation, organization to manage tasks, meet deadlines and deliver exceptional technical support.

Qualifications

• Possess a minimum of 3-4 years of experience in technical support, preferably in the cloud storage or SaaS industry.
• Display a passion for technology and possess a strong familiarity with web applications, Windows, Mac OS, iOS, and Android
• Possess experience in troubleshooting SaaS, desktop and mobile applications
• Possess strong knowledge of cloud storage platforms such as Google Drive, Microsoft OneDrive, Dropbox, Box, etc.
• Proficient in tools such as Slack, Zendesk, Jira, Google Workspace, Office 365, and Confluence
• Exhibit outstanding written and verbal communication skills, enabling effective communication with clients of varying technical backgrounds.
• Showcase flexibility in working evenings, weekends, and holidays to ensure seamless support coverage.
• Exhibit a proactive attitude, an eagerness to find the best solutions, and a commitment to supporting over 2,000,000 companies of all sizes who rely on our cloud storage and sharing solutions.

Why Join Sync?

• Generous wellness program to keep your work-life balance in check
• Best in the class health benefits
• Paid vacation with carry-over
• Flexible work schedule
• Work from home option

Sync.com is an equal opportunity, dedicated to building a diverse and inclusive team. We encourage applications from all qualified candidates and will accommodate applicants’ needs throughout the recruitment, assessment, and selection process. If selected to participate in the process, please inform us of the nature of any accommodation(s) that you may require.
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