Tier 1 Support Analyst

Salary: $48,000 - $50,000 USD Location Type: Remote Employment Type: Full-time

Position Overview

Syndigo powers the continual flow of data and content throughout the entire commerce ecosystem, accelerating the delivery of accurate and compelling information that increases sales. We are the recognized leader in software and services for master data management, product information, digital asset management, content syndication, and analytics across numerous industries.

Syndigo serves the industry’s largest two-sided network, connecting over 50,000 global users across 12,000+ global brands with more than 1,750 global retailers. We provide the rich, accurate product content that helps consumers shop online with confidence and enables brands and retailers to operate efficient product supply chains. Our employees are essential to our success, and we are looking for talented individuals to join our growing team.

The Tier 1 Support Analyst will be responsible for providing exceptional customer service and support to our clients. As the first point of contact, you will triage issues and escalate them to the appropriate teams when necessary. The ideal candidate will possess strong time management skills, the ability to collaborate and work independently, and a demonstrated technical curiosity.

Our Tier 1 Assistance Groups are structured to support the diverse services we offer. Our team of Tier 1 Analysts enjoy helping people and resolving issues within a collaborative team environment.

Responsibilities

• Answering inbound calls and emails from customers in a timely and professional manner.
• Managing your day-to-day workload effectively.
• Maintaining up-to-date knowledge of our products and services to provide accurate information.
• Fully addressing client questions and issues to ensure their needs are met.
• Educating customers on important features and processes where opportunities arise.
• Escalating issues to our Tier 2 support teams when necessary.
• Meeting or exceeding performance metrics, including response time, resolution time, and customer satisfaction ratings.
• Troubleshooting technical issues and providing solutions to customers.
• Maintaining a positive and professional attitude with all clients and teammates.

Requirements

• Technical support experience required.
• Call center experience for a B2B product preferred.
• 1-2 years of experience in customer service or a related field.
• A genuine desire to work with customers and a positive attitude towards helping them.
• Personable, engaging, and positive personality.
• Excellent communication skills, both verbal and written.
• Ability to work independently and as part of a team.
• Excellent problem-solving and critical-thinking skills.
• Ability to empathize with customers and convey confidence.
• Works with a sense of urgency and the ability to prioritize individual tasks.
• Proficient in Microsoft Office and other basic computer skills.
• Knowledge of basic technical terminology is preferred.

Company Information

Syndigo powers the continual flow of data and content throughout the entire commerce ecosystem— accelerating delivery of accurate and compelling information that increases sales on every shelf. We are the recognized leader in software and services for the management of master data, product information, digital assets, and content syndication and analytics across industries including grocery, foodservice, hardlines, home improvement, oil & gas, pet, health and beauty, automotive, apparel, and healthcare products.

Syndigo serves the industry’s largest two-sided network, connecting more than 50,000 global users across 12,000+ global brands with more than 1,750 global retailers.

Basically, we're the people that deliver the rich, accurate product content that helps consumers shop online with confidence, and helps brands and retailers operate efficient product supply chains. We cannot do all of this without our amazing employees who make the magic happen here at Syndigo. As we continue to grow, we’re always looking to identify talented individuals to join our team.

Benefits

For full-time U.S. based-employees, we offer competitive health insurance benefits, PTO and volunteer time off, employer-paid short- and long-term disability, parental and adoption leave, 401(k), and tuition reimbursement.

Diversity, Equity & Inclusion

To achieve the best version of our organization, we know it takes new ideas, new approaches, new perspectives and new ways of thinking. A purpose we are 100% committed to cultivating. Diversity is woven into our fabric at Syndigo and it’s how we stay an industry leader.