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 position is designated as work-from-home.

Synergy is seeking a Tier 1 customer service analyst that will handle both incoming phone calls and emails. The analyst will help customers with lower-level and mid-level issues, log complaints, escalate system issues, and provide guidance where customers can find information for self-help.

Responsibilities:

• Answer incoming support calls for the AgLearn LMS system.
• Receive and respond to Tier 1 service requests for the AgLearn LMS system.
• Resolves problems by clarifying the customer’s complaint, determining the cause of the problem, resolving any needed corrections or adjustments.
• Analyze and process system change requests.
• Analyze and improve the ticketing and KBA system to enhance customer interactions.
• Escalate and engage Tier 2 service team as appropriate.

Qualifications:

• Help Desk and/or customer service
• Strong phone skills
• Able to obtain government clearance
• Experience with self-supporting and self-managing projects
• Strong writing and grammatical skills
• Problem solving skills

Preferred Qualifications:

• Totara LMS
• Other LMS experience
• Working for or within government agencies

Essential Job Function Physical Requirements: The physical requirements of this position are critical in evaluating the qualifications and abilities of an applicant or employee. The physical efforts needed to perform the essential duties of this job 90% of the time are repetitive motions, grasping, holding, and finger dexterity of the hands, reading, writing, eye-hand coordination, color distinction, and full visual abilities, hearing, talking, sitting, and use of IT equipment, phones, and office machines.

To a reduced degree, <30% of the time, candidates may have to stand, walk, lift 0-30 pounds, push or pull objects, climb stairs, bend, squat, reach, drive a car, or work overtime.

Synergy prefers that all new employees be fully vaccinated against COVID-19 before their start date.

Synergy is an equal opportunity employer, and does not discriminate against applicants for employment or its employees on the basis of age, race, creed, color, religion, ancestry, national origin, sexual orientation, gender identity or expression, military status, sex, medical condition, pregnancy, physical or mental disability, personal appearance, predisposing genetic characteristics, family responsibilities, familial status, marital status, status as a victim of domestic violence, political affiliation, arrest records and criminal convictions, or any other characteristic protected by law. Discrimination or harassment based upon these protected categories is expressly prohibited.