IT Technician remotely supporting Blue Mantis clients with hardware, networks, servers, and cloud migrations. Traveling to customer locations when onsite troubleshooting is required.
About the role
- Technical Customer Support specialist troubleshooting Sync’s cloud storage and file-sharing platform. Resolving technical, account, and billing issues while collaborating with product and development teams.
Responsibilities
- Provide technical support to customers using Sync’s cloud storage and file sharing platform
- Resolve technical, account, and billing inquiries
- Communicate complex concepts clearly in a customer-friendly manner
- Troubleshoot and investigate technical issues using a logical, methodical approach
- Identify issue patterns and deliver solutions tailored to each customer’s technical expertise
- Collaborate with development and product teams to reproduce issues
- Escalate bugs and provide detailed feedback
- Suggest potential solutions
- Assist with QA testing and validation of new features and fixes
- Develop strong knowledge of Sync’s products, systems, internal processes, and escalation workflows
- Deliver accurate, efficient, and high-quality customer support
Requirements
- Minimum 4 years of experience in technical support, customer support, or a related technical role
- Strong working knowledge of Windows, Mac OS, Linux, iOS, and Android
- Outstanding written and verbal communication skills
- Ability to communicate effectively with clients of varying technical backgrounds
- Comfortable troubleshooting technical issues independently
- Ability to learn new tools and systems quickly
- Flexibility to work evenings, weekends, and holidays
- Proactive attitude and commitment to finding effective solutions
- Eligibility to work in the USA is asked in the application form
- Experience working in a SaaS company is asked in the application form
Benefits
- Equal opportunity employer
- Accommodation throughout the recruitment, assessment, and selection process
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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