Senior Technical Support Agent

As a Senior Technical Support Agent at SYNAXIOM, you will provide advanced support to customers using the NIVOMAX platform, specializing in troubleshooting complex issues and ensuring customer satisfaction. You will act as a key point of contact for resolving high-priority support requests, guiding customers through technical challenges, and liaising with internal teams to escalate and resolve issues efficiently. This role requires a deep understanding of enterprise software, exceptional problem-solving skills, and the ability to communicate technical concepts clearly. The Senior Technical Support Agent will also mentor junior support agents, contributing to the continuous improvement of the support process.

Responsibilities:

  • Provide advanced technical support for the NIVOMAX platform, assisting customers in resolving complex software issues.
  • Troubleshoot and diagnose problems related to software configuration, performance, and integration with other systems.
  • Collaborate with development, QA, and product teams to escalate and resolve critical issues, ensuring timely solutions.
  • Estimate effort required to resolve technical issues and manage support requests efficiently to meet SLAs.
  • Document solutions, create knowledge base articles, and share best practices to improve the support process.
  • Mentor and guide intermediate and junior support agents, providing training and assistance in handling complex cases.
  • Communicate effectively with customers, offering clear guidance and managing expectations throughout the support process.
  • Participate in regular team meetings to discuss ongoing issues, share insights, and contribute to process improvements.

Qualifications:

  • Experience: Minimum of 4-6 years in technical support roles, with experience supporting enterprise software.
  • Technical Skills:
    • Strong understanding of software concepts, configurations, and troubleshooting techniques.
    • Familiarity with enterprise software environments and related technologies (e.g., databases, APIs, cloud services).
    • Experience with support ticketing systems and documentation tools.
    • Ability to grasp technical concepts quickly and apply them in real-world support scenarios.
  • Soft Skills:
    • Excellent problem-solving skills with a methodical approach to diagnosing and resolving issues.
    • Proven ability to estimate effort and manage time effectively in a fast-paced support environment.
    • Strong communication skills, both verbal and written, with the ability to simplify complex concepts for customers.
    • A proactive attitude with a passion for helping customers and improving the support experience.

Ideal Candidate Profile

We are looking for Tech Support Agents who are passionate about technology and dedicated to helping customers succeed. Ideal candidates will have a strong background in software support, excellent communication skills, and a proactive approach to problem-solving. If you enjoy working in a collaborative environment and are eager to grow your technical skills, we invite you to join our team at SYNAXIOM.

Soft Skills We Value

  • Excellent Communication: Clear verbal and written communication skills to effectively collaborate across global teams.
  • Problem-Solving: Ability to analyze complex issues and develop innovative solutions.
  • Adaptability: Open to learning and embracing new technologies, methodologies, and ways of working.
  • Teamwork: A collaborative spirit that contributes to a positive and productive team environment.
  • Time Management: Efficient in managing workload and meeting project deadlines.
  • Attention to Detail: Focused on quality, ensuring high standards are met in every aspect of the work.
  • Initiative: Proactive in identifying areas for improvement and suggesting solutions.
  • Cultural Sensitivity: Ability to work effectively in a diverse, global team.

 

Why Join the NIVOMAX Team?

  • Innovative Projects: Be a part of the next generation of NIVOMAX applications, integrating cutting-edge AI/ML technologies to transform the industry.
  • Collaborative Environment: Work with a team that values creativity, mutual support, and a shared vision of pushing technological boundaries.
  • Professional Growth: Access opportunities for mentorship, continuous learning, and career progression within a forward-thinking company.
  • Competitive Compensation: Enjoy attractive contract terms with performance-based incentives, including eligibility for bonuses for high-achieving contributors, all while benefiting from the flexibility to work from anywhere.
  • Impactful Work: Contribute to a platform used by industry leaders, making a tangible difference in the aviation and technical documentation fields.

We are looking for team members who are not only technically proficient but also excel in estimating effort, meeting deadlines, and communicating effectively within a collaborative environment. Your ability to assess tasks realistically, manage your time efficiently, and engage in open communication is essential to our team’s success.