Technical Customer Care Representative
Synerion North America Inc. is a serial award-winning leader in B2B Cloud technology. Rapidly growing businesses in both HR Technology like Workforce Management as well as the Security space with high-end Readers including Cloud-based Video Management Software. With over 1M users sold and thousands of customers we are super proud to boast a 4.7/5 online user rating.
About the Role
We are looking for an enthusiastic and customer-focused Technical Customer Care Representative to join our growing SaaS Cloud team! In this role, you’ll be the friendly and knowledgeable first point of contact for our customers, helping them troubleshoot technical issues, navigate our cloud-based products, and ensure an outstanding support experience from start to finish.
If you love solving problems, enjoy working with cutting-edge technology, and take pride in helping others succeed — we’d love to meet you!
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Diagnose and resolve technical issues related to cloud software, integrations, and account setup.
- Guide customers through onboarding, configuration, and best practices for using our SaaS platform.
- Escalate complex or critical issues to Tier 2, Product, or Engineering teams as appropriate.
- Maintain accurate records of customer interactions and resolutions in our CRM or ticketing system.
- Identify recurring technical issues and provide feedback to improve product performance and user experience.
- Contribute to documentation, FAQs, and knowledge base articles to empower customer self-service.
- Represent the company’s values of professionalism, empathy, and accountability in every interaction.
Qualifications
- 1–3 years of experience in a technical support, customer service, or help desk role (preferably in a SaaS or cloud environment).
- Strong understanding of software systems, cloud applications, and general networking concepts.
- Excellent communication, active listening, and problem-solving skills.
- Ability to explain complex technical concepts clearly and patiently to non-technical users.
- Proficiency with CRM or ticketing tools
- Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
- Bilingual in English and French and/or Spanish is considered a strong asset.
- Post-secondary education in IT, Computer Science, or a related field is an asset.
What We Offer
- Competitive salary and comprehensive benefits package.
- Opportunities for ongoing training, certification, and professional growth.
- Supportive, inclusive, and collaborative team culture.
- Flexible work arrangements (remote/hybrid).
- Employee wellness initiatives and recognition programs.
Why You’ll Love Working Here
At our company, you’re not just a support agent — you’re a problem solver, a trusted partner, and a key contributor to our mission of delivering exceptional cloud-based solutions. We celebrate initiative, curiosity, and empathy, and believe that great service starts with happy, empowered employees.
How to Apply
Please send your resume and a brief cover letter telling us why you’d be a great fit for this role to careers@synerion.com
Synerion is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Synerion welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment and selection process.
For more information, check us out online at www.synerion.com.