Support Engineer ITIL Certified Milford, OH Fulltime FTE

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

Thanks & Regards

Romit Karn
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Synchrony Systems Inc.

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