Tier 1 Support Analyst

Syndigo powers the continual flow of data and content throughout the entire commerce ecosystem— accelerating delivery of accurate and compelling information that increases sales on every shelf. We are the recognized leader in software and services for the management of master data, product information, digital assets, and content syndication and analytics across industries including grocery, foodservice, hardlines, home improvement, oil & gas, pet, health and beauty, automotive, apparel, and healthcare products. Syndigo serves the industry’s largest two-sided network, connecting more than 50,000 global users across 12,000+ global brands with more than 1,750 global retailers. Basically, we're the people that deliver the rich, accurate product content that helps consumers shop online with confidence, and helps brands and retailers operate efficient product supply chains. We cannot do all of this without our amazing employees who make the magic happen here at Syndigo. As we continue to grow, we’re always looking to identify talented individuals to join our team. The Tier 1 support analyst will be responsible for providing exceptional customer service and support to our clients They will be the first point of contact for our customers, and responsible for triaging issues and escalating them to the appropriate teams when necessary. The ideal candidate will need to have time management skills, be able to collaborate and work independently, and show technical curiosity. We have multiple Tier 1 Assistance Groups due to the number of services we offer our clients. Our team of Tier 1 Analysts enjoy helping people and figuring out resolutions with a collaborative team environment. How We’ll Be Winning Together Day To Day

• Answering inbound calls and emails from customers as well as responding in a timely and professional manner
• Managing your day-to-day work
• Maintaining knowledge of our products and services to provide accurate information to customers
• Fully addressing client’s questions/issues to make sure they have what they need
• Use opportunities to not only assist customers, but also educate them on important features and processes when necessary
• Escalating issues to our Tier 2 support teams when necessary
• Meeting or exceeding performance metrics, such as response time, resolution time, and customer satisfaction ratings
• Troubleshooting technical issues and providing solutions to customers
• Maintaining a positive and professional attitude with all clients and teammates

WE SHOULD TALK IF THIS SOUNDS LIKE YOU

• 1-2 years of experience in customer service or a related field
• Personable, engaging, and positive personality
• Excellent communication skills, both verbal and written
• Ability to work independently and as part of a team
• Excellent problem-solving and critical-thinking skills
• Ability to empathize with customers and convey confidence
• Works with a sense of urgency with the ability to prioritize individual tasks
• Proficient in Microsoft Office and other basic computer skills
• Knowledge of basic technical terminology preferred

Your individual compensation within the budgeted salary range is determined based on your skills, education, experience, and internal equity. For full-time U.S. based-employees, we offer competitive health insurance benefits, PTO and volunteer time off, employer-paid short- and long-term disability, parental and adoption leave, 401(k), and tuition reimbursement. Budgeted Salary Range Is $49,000—$52,530 USD Diversity, Equity & Inclusion Authenticity fuels our work. In fact, it’s one of our Syndigo Values. To achieve the best version of our organization, we know it takes new ideas, new approaches, new perspectives and new ways of thinking. A purpose we are 100% committed to cultivating. Diversity is woven into our fabric at Syndigo and it’s how we stay an industry leader, innovating technology solutions that equip our customers with everything they need to be successful! All are welcome here and we invite you to join our team if you are ready to help us continue that growth! GDPR/CCPA Syndigo, to process applications, holds onto data for a "reasonable time" after applications are submitted. This data is stored for Syndigo's internal use by HR/Recruiting Staff only. Verified requests for data deletion and exports will be completed upon request. Syndigo Job Applicant Privacy Notice At Syndigo, we care about your privacy. As you go through our recruitment process, we are committed to being transparent about how we process your personal data. To learn more about how Syndigo processes your personal data, go to our Job Applicant Privacy Notice.