Full time

Synergy Commerce Support Lead

The Synergy Commerce Support Lead will be responsible for troubleshooting and reporting issues to development

Job description

We are seeking a skilled and experienced Technical Support Specialist to join our team and provide dedicated support for our new Synergy Commerce DTC (Direct-to-Consumer) platform. The Technical Support Specialist will be responsible for handling inbound support calls from customers, making outbound support calls to clients, troubleshooting technical issues, and reporting bugs to the development team. The successful candidate will have a strong technical aptitude, excellent communication skills, and a customer-centric approach.


  1. Provide exceptional technical support to customers who are using the Synergy Commerce DTC platform via phone, email, and chat channels.
  2. Make proactive outbound support calls to clients to identify and resolve any technical issues they may be facing and provide solutions in a timely manner.
  3. Troubleshoot and diagnose technical issues reported by customers, and provide resolution or escalate to the appropriate internal teams for further investigation.
  4. Collaborate closely with the development team to report and document any bugs or issues identified during customer interactions, and follow up to ensure timely resolution.
  5. Maintain accurate and up-to-date records of customer interactions, technical issues, and resolutions in the support ticketing system.
  6. Provide product knowledge and training to customers to ensure they are maximizing the use of the Synergy Commerce DTC platform.
  7. Stay up-to-date with the latest product updates, features, and industry trends to provide the most accurate and effective support to customers.
  8. Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure seamless customer experiences and timely issue resolution.
  9. Identify opportunities for process improvements and provide feedback to management to optimize the technical support workflow.

Job requirements

  1. Minimum of 2 years of experience in technical support, preferably in a software or SaaS environment.
  2. Strong technical aptitude and ability to troubleshoot and diagnose technical issues related to web-based applications, APIs, and integrations.
  3. Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
  4. Experience with customer relationship management (CRM) and support ticketing systems.
  5. Proactive and customer-centric approach with a strong sense of ownership and accountability for resolving customer issues.
  6. Ability to work independently and as part of a team in a fast-paced, dynamic environment.
  7. Strong organizational and time-management skills with the ability to prioritize and multitask effectively.
  8. Knowledge of e-commerce and DTC platforms is preferred, with familiarity with the Synergy Commerce platform being a plus.
  9. Flexibility to work on weekends or outside regular business hours, as needed, to support customer needs.
  10. Bachelor's degree in computer science or related field is a plus.

If you are a technical support professional with a passion for customer satisfaction and a strong aptitude for troubleshooting technical issues, we would love to hear from you. Join our team and be part of an exciting new venture with the Synergy Commerce DTC platform!

Job perks

At CellarPass, we believe in taking care of our employees and providing a supportive and rewarding work environment. As a Social Media Manager for The Vault marketing program, you will enjoy a range of job perks including:

  1. Wine Benefits: As part of our wine-centric culture, you will have access to exclusive wine tastings, discounts on premium wines from boutique wineries around the world through The Vault, and opportunities to expand your knowledge about the wine industry.
  2. Professional Growth: We are committed to helping our employees grow both personally and professionally. You will have opportunities for ongoing training, skill development, and career advancement within our fast-paced and innovative organization.
  3. Collaborative Team: Join a dynamic and passionate marketing team that values collaboration, creativity, and innovation. You will have the chance to work with talented individuals who share your passion for wine and hospitality, and collaborate on exciting marketing initiatives for The Vault.
  4. Work-Life Balance: We believe in maintaining a healthy work-life balance. You will enjoy flexible work hours, remote work options, and paid time off to ensure that you have the time and flexibility to pursue your personal interests and maintain a fulfilling work-life balance.
  5. Competitive Compensation: We offer competitive salary packages and performance-based bonuses to recognize and reward your contributions to the success of The Vault marketing program and CellarPass as a whole.
  6. Comprehensive Benefits: You will have access to a comprehensive benefits package that includes medical, dental, and vision insurance, retirement savings plans, and other perks such as employee discounts on wine-related products and services.
  7. Fun and Social Events: CellarPass hosts regular social events, team-building activities, and wine-related activities to foster a fun and inclusive work culture. You will have the opportunity to connect with your colleagues, build relationships, and enjoy the perks of being part of a vibrant team.
  8. Impactful Work: The Vault marketing program is a key initiative at CellarPass, and as the Social Media Manager, you will have the opportunity to make a significant impact on the program's success. Your creative ideas and strategies will contribute to building brand awareness, engaging with customers, and driving customer acquisition, directly impacting the growth and success of The Vault and CellarPass.

Join us at CellarPass and become part of a dynamic team that is shaping the wine industry with innovative marketing strategies. Enjoy a range of job perks that provide opportunities for growth, work-life balance, and a fun and inclusive work culture.

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