Job Title: Helpdesk Specialist
Location: Remote (Work from Home)
Company: Synergis Software
About Synergis Software: Synergis Software, the developer of Adept engineering data and document management solutions, has been a beacon of innovation since 1991. Our commitment to technology and process improvements has consistently delivered exceptional business results to our customers. With a team of diverse, passionate, and dedicated professionals, we strive to exceed expectations every day. Our core values guide us to serve and support beyond the norm, creating an extraordinary workplace that fosters a strong work ethic. By integrating top-tier technology with widely used CAD and business programs, we inspire and motivate those who are driven to make a difference.
Position Summary: Synergis Software is seeking a dedicated Helpdesk Specialist to provide expert-level support to our customers through phone, email, and ticketing systems. This role is crucial in ensuring timely resolution of customer issues related to Adept software. The Helpdesk Specialist will work collaboratively with QA, Development, and Product teams to resolve technical challenges and improve customer experience. Additionally, this role will contribute to quality assurance and documentation efforts to enhance product knowledge and overall service quality.
Key Responsibilities:
Customer Helpdesk Support (70%):
- Serve as the primary contact for Adept helpdesk tickets, addressing and resolving technical issues.
- Manage ticket status and ensure updates in Salesforce and defect-tracking databases.
- Escalate complex or unresolved issues to ensure customer satisfaction.
- Achieve customer satisfaction through prompt, professional communication and service quality.
- Attend team meetings and contribute to ongoing improvements in team performance.
- Maintain a positive and collaborative working environment.
Quality Assurance Support (25%):
- Participate in alpha and beta testing of new Adept software versions.
- Log defects into appropriate bug databases and work closely with development teams to resolve issues.
- Set up virtual environments to replicate customer issues for deeper diagnostics, including restoring SQL databases, installing and configuring Adept products, and installing and binding SSL Certificates.
Documentation Development (5%):
- Draft white papers, technical bulletins, and knowledge base articles for customer self-help.
- Review and suggest updates to existing documentation to ensure accuracy.
Additional Responsibilities:
- Complete and submit timesheets as required.
- Support user conferences as needed, providing expert assistance to attendees.
Required Knowledge, Skills, and Abilities:
- 3+ years supporting enterprise-level software solutions, with SaaS support experience preferred (PDM, PLM, or similar).
- Strong understanding of CAD and engineering processes, with proficiency in MS SQL (Oracle is a plus).
- Exceptional written and verbal communication skills, with the ability to remain calm and provide clear guidance under pressure.
- Ability to quickly establish rapport with customers and internal teams, fostering long-term trust.
- Strong problem-solving skills with a customer-first approach.
- Background in IT or technical support is highly advantageous.
- Willingness to work extended hours to support global customers.
Key Work Relationships:
- Collaborate with Helpdesk, Development, QA, Product Management, and Sales teams to ensure seamless customer support and resolution.
- Regular interaction with customers to resolve issues and improve their experience with Adept software.
Working Conditions:
- 100% remote (work from home). Regularly maintain a quiet area to work during business hours of operation.
- Work Hours: Monday – Thursday: 6am to 7pm EST, Friday: 6am to 5:30pm EST (All technicians are required to work one day until 7pm).
- Minimal physical demands.
Benefits:
- Competitive wage and benefits package.
- Health and life insurance.
- 401(k) with company match.
- 13 paid holidays.
- Generous vacation time.
- Commitment to Diversity: Synergis Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, ancestry, national origin, age, sex, sexual identity, or handicap.
Employment Type:
Join Our Team: If you are a creative and passionate professional ready to lead and inspire, we invite you to submit your resume and compensation requirements. Join us in our journey to innovate and make a difference.
All qualified applicants will receive consideration for employment without regard to race, color, religious creed, ancestry, national origin, age, sex, sexual orientation, sexual identity or handicap.
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