Technical Support Agent

Customer Experience
Remote job (Eastern European Time)

Job description

Do you want to join our growing team and help us continue to delight our users through prompt technical support and excellent customer service?

Position

  • Type: Remote - Contractor
  • Hours: Full time
  • Term: Permanent
  • Salary: Competitive

This role is remote/distributed and can be done from any location that aligns with Eastern European Time. Note that we are based in the European time zone and you will be engaged on a full-time contractor basis.

More about the role

As a Technical Support Agent at Symless, your focus will be delivering the best possible customer experience, making sure Synergy works correctly and any installation or configuration issue is promptly resolved. You’ll ensure that we are made aware of bugs and features that are important to users. From the knowledge base maintenance to discovering steps to reproduce bugs, you'll be our first line representing our company, helping to make our product great.

Social media and forums are also very important customer-facing channels that need to be tended to daily. As well as engaging with customers on Twitter and Facebook, you’ll become an active member of the user community on Slack, Discord and various forums.

About Symless and Synergy

Our mission at Symless is to make great apps for people who have multiple computers. Since 2012, Symless has proudly developed Synergy, an app that shares one mouse, one keyboard, and one clipboard between multiple computers. As well as having over 2 million users worldwide, it's also used at some pretty neat companies like Apple, Pixar, Disney, Google, Amazon, and many more. That said, we're actually a very small company of 20 people, so you won't get lost in the crowd.

Key Responsibilities

  • Solve customer’s software configuration issues
  • Champion bug fixes and improvements
  • Help customers with account issues
  • Learn and develop expertise in our software products and development process
  • Respond to customers via social media
  • Ensure no forum post goes unanswered

Job requirements

We'll need you to have:

  • Friendly and helpful personality with excellent written English
  • Professional experience as a Customer Service/ Technical Support Agent
  • Experience with at least two of these OS's: Windows, Mac, and/or Linux
  • Experience troubleshooting software installation and configuration
  • Strong understanding of networks and firewalls
  • Open-minded and always learning
  • Experience using Zendesk (or other helpdesk platforms)
  • A proven track record in providing online technical support to customers

It would also be nice if you had experience with:

  • Technical Writing Skills would be a plus

Our recruitment journey

Nicola Mains-Sheard will guide you through the whole process. With deep knowledge about Symless and the Synergy Team, she's able to give you a good idea about what it's like to work with us.

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Apply

1

Recruiter call

Let’s chat! We have carefully screened your application and we are looking forward to getting to know you better.

2

Assignment

Here is your chance to show off a little! You will complete a short technical or role-specific assignment.

3

Hiring manager

Now that we have seen what you are capable of, let’s get to know you even better!

4

Leadership Principles

You are doing really well! Here we benchmark candidates to our Leadership Principles in an interview.

5

Meet the CEO

Fantastic, you are on to the final step - A short chat with our CEO!

6

Offer

Welcome aboard! We will make an offer to the successful candidate.

Open positions at Symless

Join us on our journey, taking Synergy to the next level.

Leadership principles

Everyone on the team follows a set of principles

These are principles that we follow, and they're not just fluffy ideas we aspire to; this is how we actually behave. Our whole recruitment process, leadership philosophy, and day to day life aligns with and is based around our Leadership Principles.

Read our leadership principles

How well do you align?

Perks & benefits

Benefits to being part of the Symless team

  • Competitive salary
  • Salary/rate increases once per year
  • Professional development opportunities
  • An environment in which your ideas and professional opinions are valued
  • Casual yet motivated and passion-filled work environment
  • Collaborative, creative, and fun team atmosphere
  • Contractors are part of the team, not outsiders
  • Fully remote working environment
  • Work with a very talented team

Get started with Synergy

Buy Synergy now

If you have any further questions, please contact us.