What are the responsibilities and job description for the Product Support Specialist - Flooring position at Cyncly?
Location: North America (Remote or Hybrid)
Contract: Full Time, Permanent
About Us
Cyncly is a global technology powerhouse with 2,400 employees and 70,000 customers across 100 countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.
Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.
Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.
The Role
The Product Support Specialist is an experienced, technically focused support expert who aids Technical Account Managers (TAM), Customer Success Managers (CSM), local support teams, and customers in their local language. The PSS offers 2nd Level Support for products not covered by the Global Operations Center (GOC) and serves as the main contact for Key Users of enterprise accounts. This role aligns with the Experience Services Success Plan agreements provided to our clients.
Main Responsibilities:
- Advanced application and technical support.
- Answering questions from Customer Support Agents in public SUPPORT TEAMS channel.
- Work on elevated tickets from local support to Elevated Support group in ZENDESK.
- Prioritization of tickets and solving them accordingly.
- Bug/issue reporting to DEV.
- Forwarding valuable customer requests to Product Management.
- Provide statistics for Enterprise Success Plan customers.
- Respond to queries from Customer Support Agents in the public SUPPORT TEAMS channel.
- Handle elevated tickets from local support to Elevated Support group in ZENDESK.
- Direct forms requests to Tech Team, GOC or development.
- Serve as a contact for Key Users of Enterprise Customers.
- Collaborate with TAM/CSM/Pre-Sales/Professional Services on solutions for Enterprise Accounts.
- Provide statistics for Enterprise Success Plan customers.
- Offer incident summaries to customers and relevant internal departments.
Required Qualifications and Experience:
- Representing about 3 years equivalent experience in Information Technology, Computer Science, or a related field, demonstrating a strong foundation in technical skills and knowledge.
- Strong problem-solving skills and the ability to troubleshoot complex technical issues.
- Excellent communication skills, both written and verbal. English mandatory.
- Experience with support tools like ZENDESK.
- Ability to work effectively in a team environment and collaborate with cross-functional teams.
- Strong organizational and prioritization skills.
- Customer-focused with the ability to manage customer expectations and resolve issues efficiently.
Working for us:
At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect.
Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.
We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.
If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - come join us.