{"id":4047195,"url":"https://alion.io/job/syntax-customer-support-specialist-2","title":"Customer Support Specialist","company":{"id":1877160,"name":"Syntax","domain":"syntax.com","url":"https://alion.io/company/syntax-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":97,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":21,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cholula, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Google Workspace","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-11T00:26:28Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-12T23:56:39Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries. Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.\nCustomer Support Specialist\nJob Summary\nWe are seeking a Customer Support Specialist to provide excellent service and timely assistance to customers across multiple communication channels. The successful candidate will be responsible for understanding customer needs, resolving issues, documenting interactions, and ensuring a positive customer experience.\nThis role requires strong communication skills, patience, problem-solving abilities, and a customer-first mindset.\nKey Responsibilities\nRespond to customer inquiries through email, phone, chat, and other support channels.\nProvide accurate information regarding products, services, processes, and account-related questions.\nInvestigate, troubleshoot, and resolve customer issues efficiently.\nEscalate complex or sensitive cases to the appropriate internal team.\nMaintain detailed and accurate records of customer interactions in the CRM or ticketing system.\nFollow up with customers to ensure their issues have been fully resolved.\nMeet established service-level agreements, response-time targets, and customer satisfaction goals.\nIdentify recurring issues and share feedback with relevant departments.\nCollaborate with Sales, Operations, Product, Technical Support, and other internal teams.\nStay current on company policies, products, services, and support procedures.\nContribute to the development and improvement of FAQs, knowledge articles, and support processes.\nHandle customer information responsibly and comply with company privacy and security policies.\nRequired Qualifications\nBachelor’s degree or equivalent experience in Business, Communications, Customer Service, or a related field.\n[1-3] years of experience in customer support, customer service, help desk, or a similar role.\nExcellent written and verbal communication skills.\nStrong active-listening and problem-solving abilities.\nAbility to manage multiple customer requests and prioritize effectively.\nExperience using CRM, ticketing, chat, or customer-support platforms.\nProficiency in Microsoft Office or Google Workspace.\nStrong attention to detail and accurate documentation habits.\nAbility to work independently and collaboratively in a team environment.\nProfessional, patient, empathetic, and solution-oriented approach.\nPreferred Qualifications\nExperience supporting technology, SaaS, cloud, or business-to-business customers.\nFamiliarity with IT service management or ticketing platforms.\nExperience working with service-level agreements and support metrics.\nKnowledge of customer experience principles and support best practices.\nBilingual communication skills, such as English and Spanish, depending on business requirements.\nExperience supporting customers across multiple regions or time zones.\nCore Competencies\nCustomer focus\nClear communication\nProblem solving\nEmpathy and patience\nAccountability\nOrganization and prioritization\nAdaptability\nTeamwork\nAttention to detail\nContinuous improvement\nPerformance Indicators\nCustomer satisfaction score\nFirst-response time\nResolution time\nFirst-contact resolution rate\nTicket backlog and accuracy\nService-level agreement compliance\nQuality assurance scores\nCustomer retention or resolution outcomes\nWorking Conditions\nFull-time position\nLocation: [City, Country / Remote / Hybrid]\nWorking schedule: [Business hours / Rotating shifts / Coverage requirements]\nMay require occasional support outside standard business hours, depending on customer and operational needs.\nWhy Syntax?\nBecome a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.\nCompetitive, above-average compensation\nGlobal tourist: With us, you can also work from abroad from time to time\nFlexible working time models, home office\nAttractive benefits, e.g. company pension scheme or various health offers\nA modern environment in which the \"you\" is part of it\nOpen feedback culture, flat hierarchies and a motivated team\nIndividual career planning with continuous training and coaching on the job\nYou see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!\nSyntax is committed to creating a diverse environment and is proud to be an equal opportunity employer. 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