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Customer Support Specialist

3 months ago

Marietta, United States Synergis Full time

Customer Support Specialist

Marietta, GA

Onsite


Synergis’ client, a leader delivering IoT solutions for multi-tenant / multi-family housing, has engaged us in a search to add a Customer Support Specialist to their growing team The Customer Support Specialist will have exemplary networking knowledge for troubleshooting purposes and a driven, polished approach to customer service. The selected candidates will have:

  • Strong Customer Service skills
  • Phone Support of controller based WIFI solutions
  • Clear communication and skill to manage customer situations often under tight deadlines.
  • Responsiveness
  • Disciplined self-direction
  • Strong attention to detail and ability to follow highly detailed technical instruction sets.
  • Exceptional follow-through
  • An ability to “think on their feet” and adapt to changing technical and customer circumstances.


Customer Support Specialist | Background and Scope

  • Monitor all network systems for service level integrity and performance
  • First level troubleshooting
  • Communicate courteously and effectively to ensure customer and service level standards are successfully met.
  • Anticipates and proactively responds to customer needs, making sure reported issues are documented in detail and resolved or properly assigned.
  • Thorough knowledge of Incident Management System accurately and thoroughly documents issues and resolutions.
  • Uses predefined processes, tools, knowledge entries and templates to resolve customer issues at initial contact.
  • Monitors assigned tickets in queue daily, follows-up with customer, clarifies incident details, enters troubleshooting steps and progress documentation, and reassigns and/or resolves as appropriate.
  • Demonstrates a commitment to customer satisfaction by following up on high priority incidents, ensuring that the issues are being properly addressed.
  • As necessary, assist with assembly team and other divisions of the organization during low call volume situations


Customer Support Specialist | Requirements

  • Associate degree in information technology or equivalent, or 3+ years of experience working in a similar IT support role.
  • 1 to 3+ years in a customer support role for IT issues related to networking (smart device support a plus)
  • Knowledge of controller based WIFI solutions (Cambium, Cisco, TP Link would be preferred)
  • Working Knowledge of DHCP, DNS, NTP
  • Knowledge of IP networking and major Network Operating Systems and ability to troubleshoot
  • Exemplary customer service skills
  • Unending desire to learn


Customer Support Specialist | Preferred

  • Knowledge of IP Camera, Smart Thermostats, Smart Locks, and other residential smart equipment a strong preference.


Customer Support Specialist | Other:

  • Ability to work for any US based company without sponsorship, now or anytime in the future.
  • Support will be provided to customer base in the Southeast. Will consider remote but must be located in Eastern Time zone.
  • This position is onsite at our client site in Marietta 5 days per week


About Our Client

Our client manages a portfolio of companies that includes turnkey, market leading Residential and Commercial Voice, Internet, and Television services for multi-tenant / multi-dwelling facilities. They streamline your developments by offering Design, Engineering, and Installation of intelligent turnkey communication solutions such as Cellular DAS, structured cabling, property Wi-Fi, shared fiber risers, Access Control, and CCTV solutions. Their unique technology ecosystems will enhance any MDU/MTU development by providing necessary needed connectivity and distribution interconnecting all areas of property thus enhancing revenue opportunities for our customer’s clients.



The compensation range for this position is $37,500 to $40,000

(dependent on factors including but not limited to client requirements, experience, statutory considerations, and location).


Synergis is proud to be an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, ethnicity, national origin, religion, age, gender, gender identity, political affiliation, sexual orientation, marital status, disability, military/veteran status, or any other status protected by applicable law.


For immediate consideration, please forward your resume to Rebecca Cook at rcppl@synergishr.com


If you require assistance or an accommodation in the application or employment process, please contact us at rcook@synergishr.com.


Synergis is a workforce solutions partner serving thousands of businesses and job seekers nationwide. Our digital world has accelerated the need for businesses to build IT ecosystems that enable growth and innovation along with enhancing the Total Experience (TX). Synergis partners with our clients at the intersection of talent and transformation to scale their balanced teams of tech, digital and creative professionals. Learn more about Synergis at www.synergishr.com.