Customer Success Agent

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Synergis Technologies

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏢 Enterprise

☁️ SaaS

🔐 Security

Enterprise • SaaS • Security

Synergis Technologies is a company specializing in engineering and CAD document management solutions through their Adept platform. They provide comprehensive enterprise document management and application integration tools designed to streamline processes, enhance collaboration, and improve operational efficiency. The platform facilitates fast document access, robust version control, and seamless CAD integrations, supporting industries like energy, utilities, chemicals, and oil & gas. With a focus on secure data management, Synergis helps organizations manage digital assets and achieve regulatory compliance while promoting productivity and reducing risk.

📋 Description

• Provide technical support to Adept customers by phone, email, web, remote sessions, and ticketing systems • Diagnose, troubleshoot, and resolve issues involving Adept applications, Windows Server, SQL Server, IIS, authentication services, CAD integrations, file management, and engineering workflows • Manage customer cases in Salesforce and Atlassian Jira, maintaining accurate documentation and timely updates • Prioritize and resolve incidents according to service level agreements and escalate complex issues appropriately • Participate in rotating after-hours, weekend, holiday, and overnight on-call support for critical customer issues • Reproduce customer-reported defects and maintain virtual test environments • Install, configure, and upgrade Adept software; restore and manage SQL Server databases • Configure IIS websites and application pools and install and configure SSL certificates • Test software fixes and verify defect resolution; log defects and enhancement requests in Jira • Create and maintain knowledge base articles, technical bulletins, installation guides, troubleshooting guides, best-practice documentation, and internal support procedures • Review documentation, document recurring issues and solutions, and share technical knowledge • Support customer conferences, training events, implementations, product demonstrations, and internal technical training • Collaborate with Customer Success, Quality Assurance, Product Management, Development, Professional Services, Sales, and customers

🎯 Requirements

• Minimum of 3 years supporting enterprise software applications • Experience working directly with external customers in a technical support environment • Experience supporting PDM, PLM, Document Management, CAD, or Engineering software preferred • Strong working knowledge of Microsoft Windows Server, Microsoft SQL Server, Microsoft IIS, Microsoft Active Directory, SSL certificates, networking fundamentals, Windows Desktop operating systems, virtualization technologies, CAD applications, and Document Management or Product Data Management systems • Experience with Salesforce, Atlassian Jira, Azure Active Directory / Entra ID, LDAP, SAML / Single Sign-On, PowerShell, and OpenSearch highly desirable • Excellent verbal and written communication skills • Ability to explain complex technical concepts to technical and non-technical audiences • Professional, patient, customer-focused demeanor and strong documentation skills • Strong analytical and troubleshooting abilities • Ability to identify root causes and develop effective solutions independently • Ability to manage and prioritize multiple issues while maintaining attention to detail • Sound judgment regarding escalation and prioritization • Ability to collaborate across departments and willingness to mentor and share knowledge • Strong organizational and time management skills • Willingness to participate in rotating evening, weekend, holiday, and overnight on-call schedules • Ability to occasionally work outside normal business hours for customer emergencies and planned maintenance • U.S. citizenship or permanent residency/work authorization options as specified in the application

🏖️ Benefits

• 24x7 on-call rotation support participation • Continuous technical learning and professional development • Remote work arrangement • Travel opportunities up to 10% for customer meetings, training, or conferences