Support Analyst

6 months ago

Victoria, Canada Synq Access + Security Technology Full time

**The Job**:
As a Support Analyst, you will serve as the primary point of contact for customer inquiries, providing exceptional end-to-end support while ensuring a seamless customer experience. You will work closely with various teams to escalate and resolve tickets promptly and effectively. This role demands proactive problem-solving, excellent communication, and a customer-centric approach.

**Responsibilities**:

- Troubleshoot and resolve hardware, software, and network issues in a timely manner.
- Document and track customer interactions and issue resolutions using ticketing software and CRM platform (e.g., Freshdesk, HubSpot).
- Assist with user account management, password resets, and access permissions.
- Provide training and guidance to users on basic IT procedures and best practices.
- Offer remote support to on-site installation technicians with software configuration, troubleshooting, and other tasks as needed.
- Contribute to the creation and maintenance of support documentation and knowledge base articles.
- Collaborate with internal teams to identify recurring technical issues and suggest improvements to products or services.
- Act as a liaison between customers and internal stakeholders to relay feedback, suggestions, and feature requests.
- Maintain confidentiality and security of sensitive customer information and adhere to Company data protection and security policies.

**Skills**:

- Initiative: Proactively address customer needs and technical issues.
- Autonomy: Work effectively in a self-directed manner, taking ownership of tasks and responsibilities.
- Time Management: Prioritize tasks efficiently to meet deadlines and maintain customer satisfaction.
- Communication and Empathy: Possess excellent verbal and written communication skills, with a strong ability to empathize with customers' concerns.
- Adaptability: Demonstrate a scrappy attitude and willingness to adapt to evolving situations.
- Problem-solving: Strong analytical skills and the ability to troubleshoot technical issues effectively.

**Qualifications**:

- High school diploma or equivalent; Bachelor’s degree in Computer Science or related field is a plus.
- Previous experience in a customer service or technical support role preferred.
- Strong problem-solving skills and ability to prioritize tasks effectively.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team in a fast-paced environment.

This role offers an exciting opportunity to be the voice of the customer and contribute to delivering outstanding support services in a dynamic and collaborative environment.

At SYNQ, we maintain a fast-paced, start-up environment that necessitates adaptability. We are a team-driven, committed group of individuals with a bold vision for the company. We offer an office with free parking, coffee, pop, and popcorn are supplied for staff. We are looking for individuals who aren't afraid to roll up their sleeves, are willing to learn, and can contribute to moving the business forward.

**Job Types**: Full-time, Permanent

**Salary**: $22.00-$28.00 per hour

Expected hours: 40 per week

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Stock options
- Vision care

Schedule:

- Monday to Friday

**Experience**:

- IT support: 1 year (preferred)

Ability to Commute:

- Victoria, BC V8T 5C8 (required)

Work Location: In person

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