Help Desk Specialist

Synergis Technologies • Full-time • Remote (Quakertown, PA, US) • 20h ago

Job Title: Helpdesk Specialist

Location:Remote (Work from Home)

Company:Synergis Software

About Synergis Software:Synergis Software, the developer of Adept engineering data and document management solutions, has been a beacon of innovation since 1991. Our commitment to technology and process improvements has consistently delivered exceptional business results to our customers. With a team of diverse, passionate, and dedicated professionals, we strive to exceed expectations every day. Our core values guide us to serve and support beyond the norm, creating an extraordinary workplace that fosters a strong work ethic. By integrating top-tier technology with widely used CAD and business programs, we inspire and motivate those who are driven to make a difference.

Position Summary:Synergis Software is seeking a dedicated Helpdesk Specialist to provide expert-level support to our customers through phone, email, and ticketing systems. This role is crucial in ensuring timely resolution of customer issues related to Adept software. The Helpdesk Specialist will work collaboratively with QA, Development, and Product teams to resolve technical challenges and improve customer experience. Additionally, this role will contribute to quality assurance and documentation efforts to enhance product knowledge and overall service quality.

Key Responsibilities:

Customer Helpdesk Support (70%):

Serve as the primary contact for Adept helpdesk tickets, addressing and resolving technical issues
Manage ticket status and ensure updates in Salesforce and defect-tracking databases
Escalate complex or unresolved issues to ensure customer satisfaction
Achieve customer satisfaction through prompt, professional communication and service quality
Attend team meetings and contribute to ongoing improvements in team performance
Maintain a positive and collaborative working environment

Quality Assurance Support (25%):

Participate in alpha and beta testing of new Adept software versions
Log defects into appropriate bug databases and work closely with development teams to resolve issues
Set up virtual environments to replicate customer issues for deeper diagnostics, including restoring SQL databases, installing and configuring Adept products, and installing and binding SSL Certificates

Documentation Development (5%):

Draft white papers, technical bulletins, and knowledge base articles for customer self-help
Review and suggest updates to existing documentation to ensure accuracy

Additional Responsibilities:

Complete and submit timesheets as required
Support user conferences as needed, providing expert assistance to attendees

Required Knowledge, Skills, and Abilities:

3+ years supporting enterprise-level software solutions (PDM, PLM, or similar)
Strong understanding of CAD and engineering processes, with proficiency in MS SQL (Oracle is a plus)
Exceptional written and verbal communication skills, with the ability to remain calm and provide clear guidance under pressure
Ability to quickly establish rapport with customers and internal teams, fostering long-term trust
Strong problem-solving skills with a customer-first approach
Background in IT or technical support is highly advantageous
Willingness to work extended hours to support global customers

Key Work Relationships:

Collaborate with Helpdesk, Development, QA, Product Management, and Sales teams to ensure seamless customer support and resolution
Regular interaction with customers to resolve issues and improve their experience with Adept software

Working Conditions:

100% remote (work from home). Regularly maintain a quiet area to work during business hours of operation
Work Hours: Monday – Thursday: 6am to 7pm EST, Friday: 6am to 5:30pm EST (All technicians are required to work one day until 7pm)
Minimal physical demands

Benefits:

Competitive wage and benefits package
Health and life insurance
401(k) with company match
13 paid holidays
Generous vacation time
Commitment to Diversity: Synergis Technologies is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, ancestry, national origin, age, sex, sexual identity, or handicap

Employment Type:

#Remote
#FullTime

Join Our Team:If you are a creative and passionate professional ready to lead and inspire, we invite you to submit your resume and compensation requirements. Join us in our journey to innovate and make a difference.

All qualified applicants will receive consideration for employment without regard to race, color, religious creed, ancestry, national origin, age, sex, sexual orientation, sexual identity or handicap.

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