Technical Support Specialist

The Technical Product Support Representative is to provide world class technical support to customers of Synapse ITS products, by answering initial questions/requests and providing step-by-step guidance, utilizing ticketing software, CRM software, ERP software and other tools to successfully resolve issues and process warranty and non-warranty RMA claims, ensuring customer satisfaction. Representative shall be responsible for the technical understanding throughout the product's life cycle from development, pre-sales support, post-sales support, and end-of-life. This includes how they are designed, manufactured, tested, used, diagnosed, re-worked, and recycled.

Essential Job Functions

• Conduct technical support, primarily via telephone and email, directly with customers to diagnose and resolve product and installation issues.
• Work closely with the engineering and marketing teams to develop content for training tools, manuals, knowle...