Synapse ITS is seeking a Customer Support Specialist to efficiently manage customer accounts, process orders, and ensure customer satisfaction. This on-site role is based in Greenville, Texas, United States.
Responsibilities
Serve as the Subject Matter Expert (SME) for an assigned product brand.
Maintain expert knowledge of products, applications, pricing, and processes.
Synapse ITS is seeking a Customer Support Specialist to efficiently manage customer accounts, process orders, and ensure customer satisfaction. This on-site role is based in Greenville, Texas, United States.
Responsibilities
Serve as the Subject Matter Expert (SME) for an assigned product brand.
Maintain expert knowledge of products, applications, pricing, and processes.
Perform all core customer support duties including order processing, warranty claims, customer inquiries, and coordination with internal departments.
Provide timely and accurate information to customer requests regarding order status, product knowledge, pricing, availability, and delivery timelines.
Collaborate with the Production Department to schedule orders and maintain a smooth workflow.
Train and support colleagues on the assigned brand.
Liaise with distributors and partners via phone and email in a professional manner.
Resolve and coordinate customer issues related to orders, warranties, deliveries, and specialized shipping information.
Collaborate with Engineering, Product Management, Manufacturing, Sales, and Supply Chain on brand-related issues.
Create and maintain knowledge base documentation for the assigned brand.
Process CCR entries in ERP to identify recurring customer issues and drive improvements.
Work effectively within a small team while maintaining the highest level of customer service.
Perform other duties as assigned.
Requirements
High school diploma or GED; a minimum of 2 years of experience in a customer support or sales role, preferably in a high-tech
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