What are the responsibilities and job description for the RFMS (Resource & Financial Management) PSS position at Cyncly?
Job Title: RFMS (Resource & Financial Management) PSS
Location: Tuscaloosa, AL, United States
Status: Full-time, Permanent
Cyncly is a global technology powerhouse with 2,400 employees and 70,000 customers across 100 countries.
Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.
Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience. Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialised in technology.
The RFMS Product Support Specialist is an experienced, technically focused support expert who aids Technical Account Managers (TAM), Customer Success Managers (CSM), local support teams, and customers in their local language. The PSS offers 2nd Level Support for products not covered by the Global Operations Centre (GOC) and serves as the main contact for Key Users of enterprise accounts. This role aligns with the Experience Services Success Plan agreements provided to our clients.
Main Responsibilities:
- Advanced application and technical support.
- Answering questions from Customer Support Agents in public SUPPORT TEAMS channel.
- Work on elevated tickets from local support to Elevated Support group in ZENDESK.
- Prioritization of tickets and solving them accordingly.
- Bug/issue reporting to DEV.
- Forwarding valuable customer requests to Product Management.
- Provide statistics for Enterprise Success Plan customers.
- Respond to queries from Customer Support Agents in the public SUPPORT TEAMS channel.
- Handle elevated tickets from local support to Elevated Support group in ZENDESK.
- Direct forms requests to Tech Team, GOC or development.
- Serve as a contact for Key Users of Enterprise Customers.
- Collaborate with TAM/CSM/Pre-Sales/Professional Services on solutions for Enterprise Accounts.
- Provide statistics for Enterprise Success Plan customers.
Required Qualifications and Experience:
- Representing about 3 years equivalent experience in Information Technology, Computer Science, or a related field, demonstrating a strong foundation in technical skills and knowledge.
- Strong problem-solving skills and the ability to troubleshoot complex technical issues.
- Excellent communication skills, both written and verbal. English mandatory.
- Experience with support tools like ZENDESK.
- Ability to work effectively in a team environment and collaborate with cross-functional teams.
- Strong organizational and prioritization skills.
- Customer-focused with the ability to manage customer expectations and resolve issues efficiently.
Required skills and competencies:
- Experience in providing support for enterprise accounts.
- Familiarity with the product portfolio of Cyncly.
- Knowledge of Customer Success best practices
- Design Live experience
- RFMS experience requested
Working for us
At Cyncly, we’re a global family that collaborates with humility and respect for one another. With more than 2,400 employees around the world, we not only recognize our diverse perspectives, we champion our different outlooks and firmly believe it to be what makes us better together.
You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees.
Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage applicants from all backgrounds to apply to our roles.
That’s who we are: A team that recognizes our strength is in working together to not only get things done, but also lead the industry with a bold approach that’s dedicated to making our customers better.
Come join us.
