Customer Support Associate at Synthesia

About the Role

We are looking for a Customer Support Representative to join Synthesia, the world’s leading AI video platform for business. This role will act as the frontline key person, providing support and assistance to customers with inquiries or issues regarding our products and services.

Key Responsibilities

• →Respond to customer inquiries via email, chat, or social media in a timely and professional manner
• →Provide accurate information and support to customers to resolve their issues
• →Identify and escalate complex issues to Tier 2 support when necessary
• →Collaborate with other teams such as technical support specialists, support product specialists, and leadership to resolve customer issues
• →Record and maintain accurate customer information within our CRM systems (Intercom & Salesforce)
• →Meet individual and team performance metrics (KPI’s) such as first response times, first contact resolution rates, and customer satisfaction
• →Continuously improve your own product knowledge and remain up to date with our product, services and processes
• →Provide constructive feedback to the business and leadership team to improve customer support processes and procedures