Support Staff Associate

Overview:
We are seeking a dedicated and proactive Support Staff Junior Associate with 3-4 years of experience to join our dynamic team. The ideal candidate will possess excellent communication skills, flexibility with work hours, and the ability to interact and coordinate effectively with various team members. This role primarily involves managing, assigning, and following up on support tickets until their resolution.

Key Responsibilities:

Ticket Management:

• Provide comprehensive support to various teams by managing support tickets in a timely and efficient manner.
• Monitor the ticketing system to track and manage open support issues effectively.

Communication:

• Communicate effectively with team members and clients to provide updates and gather necessary information for problem resolution.
• Maintain detailed records of support requests, resolutions, and communications.

Coordination:

• Coordinate with different departments to ensure that support tickets are addressed and resolved promptly.
• Assign support requests to the appropriate team members and ensure follow-up until closure.

Documentation: Assist in the preparation and maintenance of support documentation and resources to aid team members in resolving issues effectively.

Team Contribution:

• Participate in team meetings and contribute to discussions regarding process improvements and best practices.
• Be flexible with work hours to accommodate different team schedules and client needs.

Technical Skills:

• Support Tools Proficiency: Experience with ticketing systems and support tools (e.g., Zendesk, Jira, ServiceNow, etc.) is preferred.

  
  

• IT Troubleshooting Knowledge : Familiarity with basic IT troubleshooting and support practices, including software and hardware issues.

  
  

Experience:

• 3-4 years of experience in a support role or similar position.
• Proven experience in managing multiple tasks and prioritizing in a fast-paced environment.

Day-to-Day Activities:

• Manage incoming support tickets, ensuring timely responses and resolutions.
• Communicate with team members to facilitate information gathering and problem-solving.
• Track progress on assigned tickets, providing updates to stakeholders as needed.
• Participate in regular team meetings to discuss ongoing issues and potential improvements to support processes.

Qualifications:

• Bachelor’s degree in a relevant field or equivalent work experience is preferred.
• Strong verbal and written communication skills to interact with various stakeholders effectively.

Soft Skills:

• Interpersonal Skills: Excellent interpersonal skills, with the ability to work collaboratively with team members and clients.

  
  

• Problem-Solving: Strong problem-solving skills and attention to detail, enabling effective resolution of issues.

  
  

• Flexibility: Ability to work flexible hours as needed to accommodate team schedules and client requirements.

  
  

• Time Management: Proven ability to manage multiple tasks efficiently and maintain a high level of productivity.

  
  

S​YNECHRON’S DIVERSITY & INCLUSION STATEMENT
 

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative ‘Same Difference’ is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant’s gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

Candidate Application Notice