As a Technical Customer Support (L1) at Synthflow, your primary responsibilities will involve handling 20-30 tickets daily through Zendesk, addressing customer inquiries focusing on support aspects such as billing and API implementations. You will also process refunds, create bug reports, and assist with product testing to enhance customer service and product functionality.

To apply for the Technical Customer Support (L1) role at Synthflow, you should showcase a strong eagerness to learn, strong written communication skills, and have a knack for breaking down complex technical concepts. It’s also important to have a proactive attitude and a genuine passion for customer support, particularly in a fast-paced environment.

Yes! The Technical Customer Support (L1) position at Synthflow is fully remote, allowing you to work from anywhere in the world, provided you can coordinate your hours with US Eastern Time when required.

The salary for the Technical Customer Support (L1) role at Synthflow ranges from 35,000 to 45,000 EUR, depending on your location and relevant experience. This competitive compensation reflects our commitment to attracting top talent.

Absolutely! The Technical Customer Support (L1) internship at Synthflow is designed to be a pathway to a full-time role. Successful interns who demonstrate commitment and skill may be offered a permanent position, allowing for continued growth within the company.

In prioritizing multiple tickets, you should assess urgency and impact on the customer. Begin by addressing any tickets that pertain to billing or critical issues first, then handle those with general inquiries. Effective use of Zendesk’s capabilities can help streamline this process.

To communicate technical information to non-technical customers, I focus on using simple language and relatable analogies. I break down complex concepts into manageable parts and ensure that my responses are clear and concise, avoiding jargon that might confuse the customer.

In a previous support role, I once had a customer struggling to set up a critical feature. I took the time to personally guide them through the setup process via a video call, ensuring they understood each step. This not only resolved their issue quickly but also built a stronger relationship with the client.

To stay updated on product features and updates, I regularly participate in team meetings, review internal release notes, and engage in continuous training. Additionally, I test new features firsthand to better assist customers and provide feedback on user experience.

I'm motivated by the opportunity to help others. I find fulfillment in solving problems and helping customers use technology effectively. Knowing that my contribution directly impacts a customer's experience makes the work rewarding.

Handling an angry customer requires keeping calm and empathetic. I would listen carefully to their concerns without interrupting and acknowledge their feelings. I’d then apologize for the inconvenience they’ve faced and assure them that I'll do everything I can to resolve the issue promptly.

I believe the most important skill for a Technical Customer Support (L1) is effective communication. It’s essential to convey information clearly and efficiently while adapting your approach based on the customer's technical knowledge and emotional state.

I view performance metrics and targets as benchmarks for my progress. I regularly review my performance, recognize areas needing improvement, and adjust my strategies accordingly to ensure I continually meet or exceed my targets.

I have significant experience using Zendesk, where I've honed my ticket management skills. I’m familiar with its features, such as automations and reporting tools, which enhance efficiency and improve response times to customer inquiries.

I want to work at Synthflow because I admire your commitment to innovating customer interactions with AI technology. I'm excited about the opportunity to help businesses thrive while continually learning and growing within a fast-paced, early-stage company.