Support Specialist 
6 Month Contract / Contract to Hire
100% Onsite | Sunday through Wednesday

Synergis’ client, a global leader delivering streamlined global support solutions on behalf of technical product manufacturers, has engaged us in a search for multiple Customer Support Specialists to augment and/or join their growing team!  The Customer Support Specialist is the first point of customer contact with key responsibilities that include:

• Rapid response to requests for assistance
• Accurately framing each case and assigning cases to the appropriate technical support team
• Conducting pre-games with Field Engineers running ready for on-sites
• Parts dispatch

Support Specialist | Background and Scope 

• Monitoring all inbound communications to ensure that all channels (phone, email & console) are handled promptly & that none are missed
• Quick & efficient responses to customer / partner requests for technical support
• The Support Specialist will be directing the diagnosis & workflow of each service event to ensure successful conclusion
• Adhering to established procedures & protocols to ensure superior customer satisfaction
• Delivering responsiveness & integrity in all customer communications
• Accurately documenting, tracking & monitoring cases to ensure timely resolution
• Contacting, vetting, securing & working with the chosen FE to successfully execute each field event
• Seeking aid & help from staff as needed
• Escalating to management and partners per established procedures
• Working to accomplish assigned goals & objectives
• Actively participating in the shift rotation including weekends, after hours & holidays as needed
• Performing other duties and projects as assigned.

Support Specialist | Requirements

• Previous Customer service and/or support experience
• Knowledge of office automation products, Office 365 (Outlook & Excel, in particular)
• Log gathering experience
• Case management experience in Salesforce Service Cloud preferred 
• Experience with Office 365 (Outlook & Excel, in particular) and strong technical aptitude to learn new IT programs. 
• Salesforce Service Cloud user experience preferred, but not required
• Strong: 
  • Dedication and focus on customer satisfaction and follow-through
  • Phone presence coupled with outstanding customer service skills
  • Multitasking skills – Ability to handle multiple priorities across multiple projects in an organized and efficient manner.
  • Organizational skills
  • Documentation Skills
  • Communication skills – verbal, face-to-face and by phone, and written – for both internal and external interactions.
  • Ability to work independently
• Ability to multi-task in an energetic environment
• The Sopport Specialist will be highly self-motivated and directed

Support Specialist | Other:

• A high school diploma (or equivalent) is a minimum requirement for this position.
• Demonstrate a legal ability to work within the United States via I9 verification.  Ability to work for any US based company without sponsorship, now or anytime in the future.
• Candidate will work onsite at our client’s facilities in Lawrenceville, GA
• 100% Onsite 
• Two Shifts available (Sunday through Wednesday):
  • 7am to 6pm
  • 9am to 8pm
• Local candidates only

About Our Client 
Our client is a team that delivers streamlined global support solutions on behalf of technical product manufacturers.  They deliver innovative and quality-driven support solutions including onsite product repair and preventative maintenance, product deployment and installation and global service parts logistics. Since 2001, they have executed millions of world-class support interactions globally with localized field engineer and service parts logistics resources.

Disclosure:  The hourly pay range for this position is $19.00 to $21.00/hr. (dependent on factors including but not limited to client requirements, experience, statutory considerations, and location). Benefits available to full-time employees: medical, dental, vision, disability, life insurance, and 401k.  * Note: Disclosure as required by the Equal Pay for Equal Work Act (CO), NYC Pay Transparency Law, and sb5761 (WA).