Job Ref: 213847329

Date: 2021-05-27 11:15:13

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About us

Synology creates network-attached storage, IP surveillance solutions, and network equipment that transform the way users manage data, conduct surveillance, and manage networks in the cloud era. Synology aims to help users centralise data storage and backup, share files on the go, implement professional surveillance solutions, and manage networks in reliable and affordable ways.

We are looking for a motivated candidate to join us as a Technical Support Analyst. You will act as the front-line solution provider for our channel partners and end customers. You will work in an international environment with over 1000 Synology staff members across the globe as an ambassador for the world‘s leading mid-range NAS vendor.

If you enjoy a good challenge; you will thrive in this environment! You will be working with a team of experts in our sales, technical support, marketing, and RMA teams which all will be working toward the same goal!

Duties and responsibilities:

* Providing quality customer service and first/second level technical support/consultation to premium partners, channel partners and end customers within assigned regions.

* Effective management of all incoming customer calls, e-mails and live online chats whilst adhering to internal SLAs, KPIs and procedures.

* Escalating and/or redirecting cases whilst liaising with 3rd level support and developers.

* Participating and contribute in assigned individual and group projects with internal teams.

* Other duties as required and requested.

Essential skills and experience:

* A bachelor’s degree in computer science or engineering, or equivalent industry experience.

* A passion for technology and a drive to be successful within the field.

* Ability to identify and resolve problems in a timely and efficient manner.

* Excellent communication and interpersonal skills.

* Fluent in English, both verbal and written.

Desirable skills and experience:

* Strong knowledge in networking, storage, virtualisation, surveillance and/or Linux.

* Fluency in another European language.

Other job requirements and benefits:

* 37 hours per week split over 7 working days between 8:00-17:30 from Monday to Sunday. You will work on morning shift 8:00 – 16:30 and regular shift 9:00-17:30. You must be flexible with further shift arrangements in line with business requirements.

* Free parking

* 20 days Annual Leave plus UK Bank Holidays

* Private Medical Insurance

* Auto-enrolment Workplace Pension Scheme

Please join us and take up challenging work with the top software talents

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