Level 1 Customer Support Specialist

Company Overview:

SysCloud offers IT administrators of cloud-native businesses a single pane of glass to back up SaaS data, perform eDiscovery, recover from ransomware attacks, and identify data compliance gaps. Working primarily in the EdTech space, the platform supports backups of critical SaaS applications such as Google Workspace, Microsoft 365, Salesforce, Slack, HubSpot, QuickBooks Online, and Box with plans to add support for dozens of other SaaS applications in the coming months.

Position Overview:

We are seeking a dedicated and detail-oriented Level 1 Support Specialist to join our team at SysCloud. This role is integral to ensuring customer satisfaction by providing first-line technical support, resolving customer issues, and collaborating closely with the Customer Success team and Engineering team to address challenges efficiently. The ideal candidate is a problem-solver, an excellent communicator, and committed to delivering a top-notch customer experience.

Key Responsibilities:

Ticket Management:

• Respond promptly to customer inquiries via ticketing systems, email, or chat.
• Troubleshoot and resolve Level 1 technical issues, escalating more complex problems to the appropriate teams.
• Document and track all customer interactions, resolutions, and follow-up actions to ensure accurate records.

Collaboration with Customer Success:

• Partner with the Customer Success and Engineering team to address customer challenges and ensure timely resolution.
• Assist in identifying recurring issues or customer pain points and communicate them to Customer Success for proactive solutions.
• Contribute to improving onboarding and customer retention efforts by providing actionable insights.

Customer Support:

• Deliver professional and empathetic customer service, ensuring all interactions align with the company’s standards.
• Guide customers through basic troubleshooting steps and product features.
• Educate customers on available resources, such as knowledge bases and self-help tools.

Continuous Improvement:

• Identify opportunities to enhance internal processes and customer support workflows.
• Stay updated on product features, updates, and best practices to provide accurate and effective support.

Qualifications & Requirements

• High school diploma or equivalent; additional certifications or training in IT or customer service.
• A Bachelor's degree in a related field is preferred.
• Minimum of 1 year of experience working in a customer support or help desk role preferred.
• Familiarity with ticketing systems and basic troubleshooting processes.
• Strong familiarity with CRM platforms, particularly Salesforce and HubSpot.
• Basic understanding of SaaS platforms like Google Workspace, Microsoft 365, or similar.
• Basic understanding of technical concepts and the ability to explain them to non-technical users.
• Basic understanding of data backup and restoration preferred but not required.
• Basic understanding of data privacy regulations like GDPR, CCPA, HIPAA, etc. Preferred but not required.
• Strong verbal and written communication skills.
• Demonstrated problem-solving abilities and attention to detail.
• Ability to prioritize tasks and work efficiently in a fast-paced environment.

What We Offer:

• A collaborative and supportive team environment.
• Opportunities for professional growth and skill development.
• The salary range for this position is $50,000 - $55,000.

If you are passionate about helping customers, solving problems, and working in a dynamic environment, we’d love to hear from you! Apply today to join our team as a Level 1 Support Specialist here at SysCloud.