Design Live PSS

Job Title: Design Live PSS

Location: Laval, QC, Canada (Remote)

Status: Full-time, Permanent

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 specialised in technology

.
The Design Live 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 Centre (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 client

s.
Main Responsibiliti

• es:
  Advanced application and technical supp
• ort.Answering questions from Customer Support Agents in public SUPPORT TEAMS chan
• nel.Work on elevated tickets from local support to Elevated Support group in ZEND
• ESK.Prioritization of tickets and solving them accordin
• gly.Bug/issue reporting to
• DEV.Forwarding valuable customer requests to Product Managem
• ent.Provide statistics for Enterprise Success Plan custom
• ers.Respond to queries from Customer Support Agents in the public SUPPORT TEAMS chan
• nel.Handle elevated tickets from local support to Elevated Support group in ZEND
• ESK.Direct forms requests to Tech Team, GOC or developm
• ent.Serve as a contact for Key Users of Enterprise Custom
• ers.Collaborate with TAM/CSM/Pre-Sales/Professional Services on solutions for Enterprise Accou
• nts.Provide statistics for Enterprise Success Plan custom

ers.

Required Qualifications and Exper

• ience:
  Representing about 3+ years equivalent experience in Information Technology, Computer Science, or a related field, demonstrating a strong foundation in technical skills and kno
• wledge.Strong problem-solving skills and the ability to troubleshoot complex technical
• issues.Excellent communication skills, both written and verbal. English man
• datory.Experience with support tools like Z
• ENDESK.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 effic

iently.
Required skills and compe

• tencies:
  Experience in providing support for enterprise
• accounts.Familiarity with the product portfolio o
• f Cyncly.Knowledge of Customer Success best
• practicesDesign Live e
• xperienceFluency in English and French

Canadian

Wor

king for us
At Cyncly, we’re a global family that collaborates with humility and respect for one another. With more than 2,400 employees around the world, we not only recognize our diverse perspectives, we champion our different outlooks and firmly believe it to be what makes us bett

er together.You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of ou

r employees.Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage applicants from all backgrounds to apply t

o our roles.That’s who we are: A team that recognizes our strength is in working together to not only get things done, but also lead the industry with a bold approach that’s dedicated to making our custo

mers better.C