Job Title: Customer Support Specialist/ Customer Success Guides
Location: Milford, OH (Onsite Hire)
Duration: Fulltime
Roles & Responsibilities:- Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
- Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
- Deliver a professional, empathetic, and consistent experience across all customer interactions.
- Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
- Identify opportunities to improve customer satisfaction, retention, and product usage.
- Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
- Participate in consultative conversations aligned to customer goals and outcomes.
- Accurately document all customer interactions and actions in the case management system.
- Ensure follow ups and case closures are completed within defined service level timelines.
- Adhere to quality standards, security requirements, and operational processes.
- Strong customer centric mindset with high ownership
- Excellent verbal and written communication skills
- Ability to simplify technical information for non-technical audiences
- Structured problem solving and analytical thinking
- Empathy, professionalism, and resilience in high volume environments
- Attention to detail and process discipline
- English: CEFR B2 or higher (mandatory); C1 preferred
- Customer Success, IT service management, or SaaS related certifications are an advantage
- Kind Regards, Sushil Singh
- Business Unit HeadWork#: 732-832-7937 Mailto: sushil@synchronycorp.comSynchrony Systems Inc.
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