Customer Technical Support

Lehi, Utah, United States
Full-time

Job Description:
We are currently looking for an enthusiastic and experienced Customer Technical Support person to support our U.S. customers, for our web and mobile solutions. The primary duty is to field complex support interactions that require system analysis and problem-solving techniques. This role is critical in troubleshooting issues for our customers and requires you to become and expert in our available platforms.

The ideal candidate will be required to do the following:
Responsible for correctly entering, tracking and managing of incoming support tickets via our supporting tools
• Answer queries via our communication channels for our customers and partners
• Be aware of our current solutions and upcoming releases as they become available
• Familiarity of the SynergySuite platforms and verticals that we offer and upsell where possible
• Actively perform SQL queries to access customer information and update where needed
• Perform other duties as required or deemed appropriate to the support team
• Work in partnership with our international offices to help support the teams and our customers
• Adhere to our onboarding, training and support standards and procedures

Essential Knowledge, Skills & Abilities:
• Experience working within the restaurant trade using Inventory, Human Resource or HACCP systems
• Experience working in a technical role performing installations, configuration and supporting a hospitality management solution such as an EPOS (Point of Sale) solution or an ebusiness solution
• Experience in Microsoft suite of products, particularly Excel and Word
• Fluent written and spoken English language

Desirable:
• Previous experience with alternative restaurant management systems
• Knowledge of food and beverage management procedures
• Previous experience with MySQL, Jira, FreshDesk, and LogMeIn
• Previous experience working with an automated support management and tracking tool in a support center environment
• Previous experience in supporting hospitality software products
• Familiarity with the Java suite of products that are used in our products

Professional Skills Required:
• Analytical problem solving skills
• Superior communication skills, written and verbal
• Strong interpersonal skills with the ability to earn respect from customers, colleagues and others
• Proven ability to work unsupervised or as a team member of both the local office team and wider company teams
• Creative thinking abilities, uses experiences and knowledge to create new ideas and think 'outside the box’
• A self-starter with initiative, drive and strong desire to succeed
• Ability to work under stress and meet deadlines
• Flexibility with people and time 

To apply, please email a short introduction and your resume to careers@synergysuite.com. Please include the job title in the subject line.