- Provide first-level support for customer inquiries related to Synthesis technology solutions products services via phone, email and other omni-channel options.
- Diagnose and resolve basic technical issues related to product functionality, installation and usage.
- Escalate unresolved or complex issues to higher-level technical support or internal teams.
- Log all customer interactions and troubleshooting steps into the customer support system, ensuring accurate and detailed records.
- Assist customers in setting up and configuring Synthesis systems, providing step-by-step guidance when necessary.
- Educate customers on the use of software and hardware features, ensuring they understand key functionalities and best practices.
- Collaborate with the product and engineering teams to stay up to date on new product features, updates and enhancements.
- Follow up with customers to ensure their issues are fully resolved and they are satisfied with the service provided.
- Maintain and contribute to a knowledge base, updating solutions and FAQs for internal use and customer reference.
- Assist in managing customer expectations and delivering solutions within agreed timelines.
- Adhere to company policies, processes and service level agreements (SLAs) to ensure consistent and high-quality customer service.
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