Customer Service Representative

Synergy Business Innovation & Solutions is a premier implementer of cutting-edge software solutions. Synergy brings the experience and expertise necessary to deliver capability that provides tangible ROI to our customers. Synergy’s core areas of expertise are in the fields of Digital Transformation, Cloud Solutions, SaaS and Low-Code/No-Code solutions, Emerging Technologies, Data analytics and Visualization, Information Assurance, and Business Process Re-Engineering.

Synergy offers its employees a generous portfolio of core and voluntary benefits including group medical, dental, and vision insurance, HSA, FSA, 401(k) with immediately vested company match, PTO/Sick Leave, 11 paid federal holidays, company paid life, short-term and long-term disability insurance, tuition and training reimbursement, fitness/wellness reimbursement, a referral bonus program, and life management programs.

At Synergy, you’ll be challenged and given the opportunity to grow in your career path. In fact, growth is such a big deal to us that you will have dedicated career coaches available for every employee, company-funded certification opportunities, education reimbursement, and a general open-door policy so that you have support when you need it. Our team is eager to learn, fast-paced, and quality-driven—if that sounds like you, Synergy has a position for you!

This is a remote opportunity.

Description:

• Tier 3 software support – investigate, report, record, escalate and/or resolve issues as necessary. 

Essential Functions & Duties:

• Sort through, prioritize, and address end user support requests, using JIRA + ServiceNow
• Create and maintain source pages (JIRA, ServiceNow, & Confluence) 
• Investigate user-reported issues for known solutions and/or escalation to technical resources 
• Create and execute advanced queries as needed, including reporting regular metrics on Service Desk support ticket resolution
• Identify and resolve issues reported by customer 
• Review and ensure all incident details are accurate and complete
• Analyze data to identify trends and patterns for mitigation 
• Ability to collaborate across multiple cross-functional teams 
• Ability to understand and navigate the back end of cloud services for Service Desk support
• Ability to work outside of normal business hours to support emergent needs of new software installation.  

Skills, Qualifications and Certifications of Best Candidates:

• Consistent, patient, accurate communications skills in person, on the phone, and in writing 
• Ability to deliver high quality documentation, with attention to detail 
• Ability to quickly grasp complex technical concepts and make them easily understandable 
• Must be a self-starter 
• Experience and understanding of Scrum and Kanban teams is a plus 
• Appian software experience is a plus 

Citizenship or Work Authorization Required:

• Ability to obtain Secret Clearance is required  
• Must be a U.S. citizen
• Must pass a background investigation 
  

Required Education & Experience:  

• Bachelor’s degree in Computer Science, Cyber Security, Information Technology, Software Engineering, Information Systems, or Computer Engineering degree; or an Engineering degree from an accredited* institution. A required certification may be accepted in lieu of education requirement. *The U.S. Department of Education Database of Accredited Postsecondary Institutions and Programs located at https://amspub.abet.org/aps/name-search?searchType=institution identifies accredited postsecondary institutions and programs that are within the U.S. and its territories.  

Required Certification:

• In accordance with DOD Cyber Workforce Qualifications Matrices Management, Security+ is required for candidates that do not possess a Bachelor’s degree in Computer Science, Cyber Security, Information Technology, Software Engineering, Information Systems, or Computer Engineering degree; or a degree in Engineering from an accredited* institution. The U.S. Department of Education Database of Accredited Postsecondary Institutions and Programs located at https://amspub.abet.org/aps/name-search?searchType=institution identifies accredited postsecondary institutions and programs that are within the U.S. and its territories.  

Compensation for roles at Synergy varies depending on a wide variety of factors including but not limited to the requirements of the role; education and certifications; knowledge, training, skills and abilities; level of experience; geographic location; and alignment with market data, law, and other business and organizational needs. As required by local law, the