Syntax is a leading Managed Cloud Provider for Mission Critical Enterprise Applications and has been providing comprehensive technology solutions to businesses of all sizes since 1972. Syntax has undisputed strength to implement and manage ERP deployments (Oracle, SAP) in a secure and resilient private, public or hybrid cloud. With strong technical and functional consulting services, and world-class monitoring and automation, Syntax serves some of North America’s largest corporations across a diverse range of industries.

Syntax has offices worldwide, and partners with Oracle, SAP, AWS, Microsoft, IBM and other global technology leaders.

Customer Support Specialist

Job Summary

The Customer Support Specialist is responsible for providing responsive, professional, and high-quality support to customers by addressing inquiries, resolving issues, and ensuring a positive service experience. This role serves as a key point of contact for customer communication and works closely with internal teams to support timely resolution, maintain service standards, and contribute to customer satisfaction and retention. The position also supports the use of automation and AI-enabled tools to improve response efficiency, knowledge management, and service quality.

Key Responsibilities

- Respond to customer inquiries through phone, email, chat, or ticketing systems in a timely and professional manner.
- Diagnose, troubleshoot, and resolve customer issues, escalating when necessary.
- Document customer interactions, case details, and resolution steps accurately in support systems.
- Follow established support processes, service level agreements, and quality standards.
- Collaborate with internal teams to ensure timely resolution of complex issues.
- Monitor case status and follow up to ensure customer satisfaction and issue closure.
- Provide product, service,



or process information to customers clearly and accurately.
- Identify recurring issues and contribute to improvement initiatives.
- Support knowledge base updates, FAQs, and documentation to improve self-service and support consistency.
- Use judgment and empathy to manage difficult or sensitive customer situations.
- Contribute to the use of automation and AI-enabled tools for case classification, knowledge retrieval, response efficiency, and reporting where appropriate.
- Maintain confidentiality and professionalism in all customer interactions.
- Support additional service or operational tasks as needed.

Required Qualifications

- Bachelor’s degree in Business Administration, Communications, Information Technology, or a related field, or equivalent experience.
- 1–3 years of experience in customer support, service desk, call center, or client-facing support roles.
- Strong verbal and written communication skills.
- Excellent problem-solving and active listening skills.
- Ability to manage multiple cases and priorities in a fast-paced environment.
- Strong customer service orientation and professional demeanor.
- Proficiency with ticketing systems, CRM tools, or support platforms.
- Ability to work collaboratively across teams and follow established processes.
- Interest in using automation and AI-enabled tools to improve customer support efficiency, documentation, and issue resolution.

Preferred Qualifications

- Experience in a technology, SaaS, professional services,



or enterprise support environment.
- Familiarity with knowledge base management, incident tracking, or service management tools.
- Experience supporting multilingual or global customer bases.
- Exposure to automation tools, chatbots, or AI-assisted support solutions.
- An appreciation for innovation, continuous improvement, and modern delivery approaches, including automation and AI-enabled services.
- Experience in a metrics-driven support environment, including SLA or customer satisfaction targets.

Education & Certifications

- Bachelor’s degree preferred in Business Administration, Communications, Information Technology, or a related field.
- Certifications in customer service, IT support, or service management are a plus.
- Training in AI-enabled customer support tools, knowledge management, or process automation is an advantage.

Why Syntax?

Become a part of our success story and work in a company with exciting innovation projects that are causing a stir across the industry. We recently launched one of the world's most advanced manufacturing facilities based on SAP S/4HANA Cloud and SAP Digital Manufacturing Cloud for Execution - for Smart Press Shop, a pioneering joint venture between Porsche and forming specialist Schuler.

- Competitive, above-average compensation
- Integral tourist: With us, you can also work from abroad from time to time
- Flexible working time models, home office
- Attractive benefits, e.g. company pension scheme or various health offers
- A modern environment in which the "you" is part of it
- Open feedback culture, flat hierarchies and a motivated team
- Individual career planning with continuous training and coaching on the job

You see a personal challenge in this responsible task? Apply now - and become part of the SYNTAX team!

📌 Customer Support Specialist (Heroica Puebla de Zaragoza)
🏢 SYNTAX
📍 Heroica Puebla de Zaragoza