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technical support agent

Morgan & Morgan

<div><div>At Morgan &amp; Morgan, the work we do matters. For millions of Americans, we're their last line of defense against insurance companies, large corporations or defective goods. From attorneys in all 50 states, to client support staff, creative marketing to operations teams, every member of our firm has a key role to play in the winning fight for consumer rights. Our over 6,000 employees are all united by one mission: For the People.</div>
Job Title: IT Service Desk Agent

Location: Tampa, FL

Job Type: Full-time

Summary

We are seeking a highly motivated and skilled IT Service Desk Agent to join a rapidly growing team located in our Tampa office. The successful candidate will be responsible for providing technical support to end-users via phone calls, email, and chat. The IT Service Desk Agent will respond to inquiries, troubleshoot problems, and provide resolution or escalation as required.

Responsibilities
<ul>
<li>Provide frontline technical support to end-users via phone calls, email, and chat</li>
<li>Respond to inquiries in a timely and professional manner</li>
<li>Troubleshoot and resolve technical problems, escalating as required</li>
<li>Record and document all requests or incidents in our Freshservice Platform</li>
<li>Maintain a high level of Customer Satisfaction</li>
<li>Maintain a high First Call Resolution rate</li>
<li>Work collaboratively with other members of the IT Service Desk team</li>
<li>Perform other duties as assigned</li>
</ul>
Qualifications
<ul>
<li>Minimum of 2 years of experience in a Service Desk\Helpdesk Role</li>
<li>Strong communication skills, both written and verbal</li>
<li>Excellent problem-solving skills</li>
<li>Ability to multi-task and prioritize in a fast-paced environment</li>
<li>Knowledge and understanding of Active Directory functionality</li>
<li>Proficient in Microsoft Office 365 applications</li>
<li>Experience documenting properly all aspects of troubleshooting and resolving of issues</li>
<li>Familiarity with basic networking concepts</li>
<li>Willingness to work flexible hours, including weekends and holidays</li>
</ul>
Preferred Qualifications
<ul>
<li>Experience with VMWare Horizon Virtual Desktops</li>
<li>Experience with Salesforce</li>
<li>ITIL Foundation certification</li>
<li>Experience with remote support tools</li>
</ul>
Benefits

Morgan &amp; Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff. For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan, paid time off and paid holidays.

#LI-MB1<div> 
Benefits

Morgan &amp; Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. This success starts with our staff. For full-time employees, we offer an excellent benefits package including medical and dental insurance, 401(k) plan, paid time off and paid holidays.

Equal Opportunity Statement

Morgan &amp; Morgan provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

E-Verify

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.
Privacy Policy

Here is a link to Morgan &amp; Morgan's privacy policy.</div></div>

IT Service Desk Agent

OneTouch Direct

<div>Join OneTouch Direct as a Billingual Remote Client Support Agent, where you will play a key role in delivering exceptional support to our clients. As a premier provider of customer service solutions, we value individuals who are committed to enhancing the customer experience and resolving inquiries with professionalism and empathy.
MUST LIVE IN FLORIDA
Position Overview: In this remote role, you will assist clients by providing timely and effective responses to their questions and concerns. Your goal will be to ensure customer satisfaction through excellent communication and problem-solving skills.
Key Responsibilities:<ul><li>
Respond to incoming customer inquiries via phone, email, and chat.</li><li>
Demonstrate a thorough understanding of our products and services to effectively address client needs.</li><li>
Provide solutions to problems while ensuring a positive customer experience.</li><li>
Maintain accurate documentation of all client interactions.</li><li>
Work collaboratively with team members to continuously improve service delivery.</li></ul> 

Requirements 
<ul><li>
Minimum of 1-2 years of experience in customer service or support.</li><li>
Must be fluent in both English and Spanish</li><li>
Exceptional verbal and written communication skills.</li><li>
Familiarity with CRM software and customer support tools.</li><li>
Ability to work efficiently in a remote setting with minimal supervision.</li><li>
Strong analytical and problem-solving abilities.</li><li>
Must be available to work flexible hours, including potential evenings and weekends.</li></ul>
Technical Requirements:<ul><li>
Must have a reliable desktop or laptop computer running Windows 11.</li><li>
High-speed wired internet connection is required.</li><li>
USB headset with noise-canceling capability (wireless headsets are not acceptable).</li><li>
Webcam (built-in or external) is necessary for video interactions.</li></ul> 

Benefits 
<ul>
<li>Full time. 40 hours per week schedule with overtime opportunities!</li>
<li>Great pay. Hourly base salary + benefits!</li>
<li>Training. Paid training &amp; development</li>
<li>Benefits. Health Care Plan (Medical, Dental &amp; Vision)</li>
<li>Culture. Diverse, welcoming culture with Employee Resource Groups and positive upbeat work environment</li></ul></div>

Billingual Remote Client Support Agent - Florida

<div>Join OneTouch Direct as a Billingual Remote Client Support Agent, where you will play a key role in delivering exceptional support to our clients. As a premier provider of customer service solutions, we value individuals who are committed to enhancing the customer experience and resolving inquiries with professionalism and empathy.
MUST LIVE WITHIN 2 HOURS FROM TAMPA, FL
Position Overview: In this remote role, you will assist clients by providing timely and effective responses to their questions and concerns. Your goal will be to ensure customer satisfaction through excellent communication and problem-solving skills.
Key Responsibilities:<ul><li>
Respond to incoming customer inquiries via phone, email, and chat.</li><li>
Demonstrate a thorough understanding of our products and services to effectively address client needs.</li><li>
Provide solutions to problems while ensuring a positive customer experience.</li><li>
Maintain accurate documentation of all client interactions.</li><li>
Work collaboratively with team members to continuously improve service delivery.</li></ul> 

Requirements 
<ul><li>
Minimum of 1-2 years of experience in customer service or support.</li><li>
Must be fluent in both English and Spanish</li><li>
Exceptional verbal and written communication skills.</li><li>
Familiarity with CRM software and customer support tools.</li><li>
Ability to work efficiently in a remote setting with minimal supervision.</li><li>
Strong analytical and problem-solving abilities.</li><li>
Must be available to work flexible hours, including potential evenings and weekends.</li></ul>
Technical Requirements:<ul><li>
Must have a reliable desktop or laptop computer running Windows 11.</li><li>
High-speed wired internet connection is required.</li><li>
USB headset with noise-canceling capability (wireless headsets are not acceptable).</li><li>
Webcam (built-in or external) is necessary for video interactions.</li></ul> 

Benefits 
<ul>
<li>Full time. 40 hours per week schedule with overtime opportunities!</li>
<li>Great pay. Hourly base salary + benefits!</li>
<li>Training. Paid training &amp; development</li>
<li>Benefits. Health Care Plan (Medical, Dental &amp; Vision)</li>
<li>Culture. Diverse, welcoming culture with Employee Resource Groups and positive upbeat work environment</li></ul></div>

Bilingual Remote Client Support Agent - Tampa, FL

Syncro

<div>
 
 At Syncro, our Vision is a world where
 
 all
 
 businesses thrive on enterprise-grade digital platforms - empowering them to compete, innovate and grow without limits.&nbsp; We're on the lookout for collaborative individuals with diverse perspectives willing to&nbsp; bring their authentic selves to a culture that prioritizes the employee and customer experiences. As a remote-first software company, we are relentlessly focused on living our core values. Please take a moment to reflect on whether you resonate with our company's core values and culture. If you believe you're ready to embark on a journey of delivering incredible customer experiences as a part of the Syncro team, then dive into the job details below!
 
 
 
 Core Values:
 
 At Syncro we believe that companies with a strong, collaborative and inclusive culture perform better and provide a great working environment.&nbsp;&nbsp;
 
 
 
 Be Customer Obsessed:
 
 Prioritize our customer&rsquo;s success and drive value for them
 
 
 
 Innovate with Agility:
 
 Adapt, experiment and take risks
 
 
 
 Deliver Results:
 
 Operate with urgency, focus and accountability
 
 
 
 Collaborate Openly: I
 
 nclusivity of people, ideas and information
 
 
 
 Operate with Integrity:
 
 Do the right thing through transparency and fairness
 
 
 
 Celebrates the Wins:
 
 Illuminate accomplishments and recognize one another
 
 
 
 Benefits Quick Overview:
 
 
 
 &nbsp;
 
 <ul>
 <li>
 
 
 Pay Range:
 
 
 $22/H (USD)
 </li>
 <li>
 
 
 Scheduled Shift:
 
 
 <ul>
 <li>
 To Be Determined*
 
 &nbsp;
 
 <ul>
 <li>
 Training Time Requirement: Monday-Friday, 9am- 6pm (EST) for initial 6 weeks
 </li>
 </ul>
 </li>
 </ul>
 </li>
 <li>
 
 
 Remote first:
 
 
 &nbsp;We are the PIONEERS of &ldquo;work from home&rdquo; - remote work is all we have ever done and we do it well!&nbsp; Our team members are all over the globe working from home and striking an awesome balance in their lives.
 </li>
 <li>
 
 
 Equity Appreciation Program:
 
 
 Syncro offers an equity program that everyone participates in
 </li>
 <li>
 
 
 Unlimited
 
 
 
 PTO
 
 : With a 2 week annual minimum, Syncro wants you to take time when you need it.
 </li>
 <li>
 
 
 401k Plan:
 
 
 A hassle free plan with a 2.5% company match of your annual salary.
 </li>
 <li>
 
 
 Health Insurance:
 
 
 Syncro covers 95% of the monthly premiums for you and your dependents. Plus our plans have extremely low deductibles and out of pocket costs that don't sacrifice great coverage for you or your family anywhere in the US.
 </li>
 <li>
 
 
 Parental Leave:
 
 
 Up to 6 weeks paid parental leave so you can focus on the new addition to your family
 </li>
 </ul>
 
 
 And more!:
 
 Ask us about our other benefits like Pet Insurance, Flexible Spending Accounts, 100% employer paid Short Term Disability, and Ultra-Remote Work.
 
 
 
 The Opportunity:
 
 &nbsp;
 
 
 We are seeking a dynamic and motivated Technical Support Representative to provide initial assistance and troubleshooting to our partners. The ideal candidate will excel in multi-tasking and have a solid understanding of IT to handle customer inquiries, resolve common problems, and escalate complex issues to higher-level support. Key responsibilities include responding to calls, emails, and chat support, documenting issues, guiding customers through standard procedures, and ensuring customer satisfaction by delivering efficient and effective solutions. Additionally, this role involves collaborating closely with various departments to design solutions that address behavioral issues, support company growth, and enhance revenue recognition.&nbsp;
 
 
 
 What You&rsquo;ll Be Doing
 
 :
 
 &nbsp;
 
 
 <ul>
 <li>
 Providing exceptional customer support/technical support.
 </li>
 <li>
 Gaining a deep understanding of our offered products.
 </li>
 <li>
 Addressing customer inquiries and educating them on our product.
 </li>
 <li>
 Providing Technical support via Telephone, Chat, and Email services.&nbsp;
 </li>
 <li>
 Helping connect customers with our sales and development teams.
 </li>
 <li>
 Manage multiple tasks in a fast-paced environment,&nbsp;
 </li>
 <li>
 Be a part of creating our ever-expanding Knowledge Base.
 </li>
 <li>
 Continuously train on new and upcoming product changes.&nbsp;
 </li>
 <li>
 Proactively communicating with customers: if an issue is being held up, check in every 24 hours&nbsp; so stakeholders feel taken care of.
 </li>
 <li>
 Helping the team keep a high level of customer happiness.
 </li>
 <li>
 We're intentionally building a team with diverse skill sets, perspectives, and strengths, and there&rsquo;s plenty of opportunity to grow and make an impact.
 </li>
 <li>
 Our needs span a wide range of skills, and we value team members who bring different strengths, curiosity, and a willingness to learn.&nbsp;
 </li>
 </ul>
 
 
 What we're looking for:
 
 
 <ul>
 <li>
 Technical Proficiency - proficient understanding of IT systems, Familiarity with support tools such as ticketing systems and remote desktop software.
 </li>
 <li>
 You must be a self-driven, self-learner&nbsp;
 </li>
 <li>
 Collaborative and driven to develop yourself and the team you&rsquo;re part of.
 </li>
 <li>
 You have high compassion and you want to help all stakeholders.
 </li>
 <li>
 Excellent communication skills &ndash; verbal, written and electronic. .Excellent verbal and written communication skills are crucial for accurately understanding and resolving customer issues
 </li>
 <li>
 Exceptional phone presence and soft skills. Maintaining composure and patience when dealing with frustrated or upset customers. Upholding a professional demeanor and providing respectful and courteous service.
 </li>
 <li>
 You care &mdash; which means a natural attention to detail and investment in customer success.
 </li>
 <li>
 Self motivated with ability to think creatively to identify solutions for addressing customer needs.
 </li>
 <li>
 Ability to multitask and prioritize in a fast paced environment. Efficiently managing time to handle multiple tickets or customer interactions without compromising quality
 </li>
 </ul>
 <ul>
 <li>
 You&rsquo;re kind and wily (in a good way).
 </li>
 <li>
 Accountable for upholding key performance metrics related to customer satisfaction, response times, and resolution times.
 </li>
 <li>
 Handling high-pressure situations calmly and effectively, especially when dealing with challenging customers or technical problems.&nbsp;
 </li>
 <li>
 Adaptability and Learning Agility - Willingness and ability to quickly learn new systems, technologies, and processes. Flexibility to adapt to changing work environments and customer needs, as well as a proactive attitude towards continuous improvement and self-development.
 </li>
 <li>
 Understanding of MSP operations and service delivery models
 </li>
 </ul>
 
 
 Must have skills:
 
 
 <ul>
 <li>
 2-3 years of IT Technical Support experience
 </li>
 <li>
 Firm understanding of RMM usage
 </li>
 </ul>
 
 
 Nice to have skills:
 
 
 <ul>
 <li>
 Scripting Experience
 </li>
 <li>
 Quickbooks Experience
 </li>
 <li>
 PSA (ticketing, invoicing, estimates and procurement systems)&nbsp;
 </li>
 <li>
 Experience within our industry is a strong plus, including work with MSPs, as well as relevant experience outside the industry in software QA or related environments.
 </li>
 </ul>
 
 
 Interview Process:&nbsp;
 
 
 
 At Syncro we believe in transparency and providing candidates with as much information as possible so you can make an informed decision during your job search. Below are the steps of the interview process you can expect:
 
 <ul>
 <li>
 30m, Preliminary Screening with HR
 </li>
 <li>
 1H, Tech Support Leadership Panel
 </li>
 </ul>
 
 We value the opportunity to meet our potential team members face-to-face; therefore, a
 
 live, in-person interview may be
 
 a required final step before an offer is extended. Please note that this will include travel at Syncro's expense to do so. To ensure the integrity of our team, all successful candidates will also undergo a thorough
 
 background and identity screening
 
 during the onboarding process.
 
 
 
 AI Usage Policy for Interviews:
 
 
 
 We encourage candidates to use AI tools to help prepare for interviews, whether that means practicing responses, researching our company, or refining your resume. That said, during live interviews, we expect all answers and interactions to come directly from you without real-time help from AI or other tools. We are not looking for perfect answers. We are looking for honest insights, real experiences, and genuine communication so we can fairly and accurately get to know you.
 
 
 
 Company Details:
 
 If you&rsquo;re curious about learning more about Syncro, read on and visit the links below.
 
 
 Syncro is a B2B SaaS company with a highly collaborative and creative team serving the Managed Services Provider (MSP) industry. Picture an MSP as a company&rsquo;s outsourced IT department - our platform empowers them with the tools and automation they need to run their businesses and supercharge their client services.&nbsp; Our goal is to empower our customers (we call them partners) to thrive through operational excellence. We're all about making it happen together!
 
 
 To see more about our product, and what it&rsquo;s like to work here at Syncro, check us out online:
 
 <ul>
 <li>
 
 
 Website:
 
 
 www.syncromsp.com
 </li>
 <li>
 
 
 Glassdoor:
 
 
 https://www.glassdoor.com/Overview/Working-at-Syncro-EI_IE4650167.11,17.htm
 </li>
 <li>
 
 
 LinkedIn:
 
 
 &nbsp;https://www.linkedin.com/company/syncromsp/mycompany/
 </li>
 <li>
 
 
 Life at Syncro Instagram:&nbsp;
 
 
 https://www.instagram.com/lifeatsyncro/
 
 &nbsp;
 
 </li>
 </ul>
 
 Syncro is an equal opportunity employer. We are committed to creating an inclusive environment where all employees can thrive and do their best work, free from discrimination and harassment.
 
</div>

Technical Support Representative

SyncroMSP

<div>At Syncro, our Vision is a world where all businesses thrive on enterprise-grade digital platforms - empowering them to compete, innovate and grow without limits. We're on the lookout for collaborative individuals with diverse perspectives willing to bring their authentic selves to a culture that prioritizes the employee and customer experiences. As a remote-first software company, we are relentlessly focused on living our core values. Please take a moment to reflect on whether you resonate with our company's core values and culture. If you believe you're ready to embark on a journey of delivering incredible customer experiences as a part of the Syncro team, then dive into the job details below!

Core Values: At Syncro we believe that companies with a strong, collaborative and inclusive culture perform better and provide a great working environment.
Be Customer Obsessed: Prioritize our customer's success and drive value for them

Innovate with Agility: Adapt, experiment and take risks

Deliver Results: Operate with urgency, focus and accountability

Collaborate Openly: Inclusivity of people, ideas and information

Operate with Integrity: Do the right thing through transparency and fairness

Celebrates the Wins: Illuminate accomplishments and recognize one another

Benefits Quick Overview: 

<ul>
<li>Pay Range: $22/H (USD)</li>
<li>Scheduled Shift:
<ul><li>To Be Determined*
<ul><li>Training Time Requirement: Monday-Friday, 9am- 6pm (EST) for initial 6 weeks</li>
</ul></li></ul></li><li>Remote first: We are the PIONEERS of &quot;work from home&quot; - remote work is all we have ever done and we do it well! Our team members are all over the globe working from home and striking an awesome balance in their lives.</li>
<li>Equity Appreciation Program: Syncro offers an equity program that everyone participates in</li>
<li>Unlimited PTO: With a 2 week annual minimum, Syncro wants you to take time when you need it.</li>
<li>401k Plan: A hassle free plan with a 2.5% company match of your annual salary.</li>
<li>Health Insurance: Syncro covers 95% of the monthly premiums for you and your dependents. Plus our plans have extremely low deductibles and out of pocket costs that don't sacrifice great coverage for you or your family anywhere in the US.</li>
<li>Parental Leave: Up to 6 weeks paid parental leave so you can focus on the new addition to your family</li>
</ul>
And more!: Ask us about our other benefits like Pet Insurance, Flexible Spending Accounts, 100% employer paid Short Term Disability, and Ultra-Remote Work.

The Opportunity:

We are seeking a dynamic and motivated Technical Support Representative to provide initial assistance and troubleshooting to our partners. The ideal candidate will excel in multi-tasking and have a solid understanding of IT to handle customer inquiries, resolve common problems, and escalate complex issues to higher-level support. Key responsibilities include responding to calls, emails, and chat support, documenting issues, guiding customers through standard procedures, and ensuring customer satisfaction by delivering efficient and effective solutions. Additionally, this role involves collaborating closely with various departments to design solutions that address behavioral issues, support company growth, and enhance revenue recognition.

What You'll Be Doing:
<ul>
<li>Providing exceptional customer support/technical support.</li>
<li>Gaining a deep understanding of our offered products.</li>
<li>Addressing customer inquiries and educating them on our product.</li>
<li>Providing Technical support via Telephone, Chat, and Email services.</li>
<li>Helping connect customers with our sales and development teams.</li>
<li>Manage multiple tasks in a fast-paced environment,</li>
<li>Be a part of creating our ever-expanding Knowledge Base.</li>
<li>Continuously train on new and upcoming product changes.</li>
<li>Proactively communicating with customers: if an issue is being held up, check in every 24 hours so stakeholders feel taken care of.</li>
<li>Helping the team keep a high level of customer happiness.</li>
<li>We're intentionally building a team with diverse skill sets, perspectives, and strengths, and there's plenty of opportunity to grow and make an impact.</li>
<li>Our needs span a wide range of skills, and we value team members who bring different strengths, curiosity, and a willingness to learn.</li>
</ul>
What we're looking for:
<ul>
<li>Technical Proficiency - proficient understanding of IT systems, Familiarity with support tools such as ticketing systems and remote desktop software.</li>
<li>You must be a self-driven, self-learner</li>
<li>Collaborative and driven to develop yourself and the team you're part of.</li>
<li>You have high compassion and you want to help all stakeholders.</li>
<li>Excellent communication skills &ndash; verbal, written and electronic. .Excellent verbal and written communication skills are crucial for accurately understanding and resolving customer issues</li>
<li>Exceptional phone presence and soft skills. Maintaining composure and patience when dealing with frustrated or upset customers. Upholding a professional demeanor and providing respectful and courteous service.</li>
<li>You care &mdash; which means a natural attention to detail and investment in customer success.</li>
<li>Self motivated with ability to think creatively to identify solutions for addressing customer needs.</li>
<li>Ability to multitask and prioritize in a fast paced environment. Efficiently managing time to handle multiple tickets or customer interactions without compromising quality</li>
</ul><ul><li>You're kind and wily (in a good way).</li>
<li>Accountable for upholding key performance metrics related to customer satisfaction, response times, and resolution times.</li>
<li>Handling high-pressure situations calmly and effectively, especially when dealing with challenging customers or technical problems.</li>
<li>Adaptability and Learning Agility - Willingness and ability to quickly learn new systems, technologies, and processes. Flexibility to adapt to changing work environments and customer needs, as well as a proactive attitude towards continuous improvement and self-development.</li>
<li>Understanding of MSP operations and service delivery models</li>
</ul>
Must have skills:
<ul>
<li>2-3 years of IT Technical Support experience</li>
<li>Firm understanding of RMM usage</li>
</ul>
Nice to have skills:
<ul>
<li>Scripting Experience</li>
<li>Quickbooks Experience</li>
<li>PSA (ticketing, invoicing, estimates and procurement systems)</li>
<li>Experience within our industry is a strong plus, including work with MSPs, as well as relevant experience outside the industry in software QA or related environments.</li>
</ul>
Interview Process:

At Syncro we believe in transparency and providing candidates with as much information as possible so you can make an informed decision during your job search. Below are the steps of the interview process you can expect:
<ul>
<li>30m, Preliminary Screening with HR</li>
<li>1H, Tech Support Leadership Panel</li>
</ul>
We value the opportunity to meet our potential team members face-to-face; therefore, a live, in-person interview may be a required final step before an offer is extended. Please note that this will include travel at Syncro's expense to do so. To ensure the integrity of our team, all successful candidates will also undergo a thorough background and identity screening during the onboarding process.

AI Usage Policy for Interviews:

We encourage candidates to use AI tools to help prepare for interviews, whether that means practicing responses, researching our company, or refining your resume. That said, during live interviews, we expect all answers and interactions to come directly from you without real-time help from AI or other tools. We are not looking for perfect answers. We are looking for honest insights, real experiences, and genuine communication so we can fairly and accurately get to know you.

Company Details: If you're curious about learning more about Syncro, read on and visit the links below.

Syncro is a B2B SaaS company with a highly collaborative and creative team serving the Managed Services Provider (MSP) industry. Picture an MSP as a company's outsourced IT department - our platform empowers them with the tools and automation they need to run their businesses and supercharge their client services. Our goal is to empower our customers (we call them partners) to thrive through operational excellence. We're all about making it happen together!

To see more about our product, and what it's like to work here at Syncro, check us out online:
<ul>
<li>Website: www.syncromsp.com</li>
<li>Glassdoor: https://www.glassdoor.com/Overview/Working-at-Syncro-EI_IE4650167.11,17.htm</li>
<li>LinkedIn: https://www.linkedin.com/company/syncromsp/mycompany/</li>
<li>Life at Syncro Instagram: https://www.instagram.com/lifeatsyncro/</li>
</ul>
Syncro is an equal opportunity employer. We are committed to creating an inclusive environment where all employees can thrive and do their best work, free from discrimination and harassment.</div>

Humana

<div><h1 class="jobSectionHeader">Become a part of our caring community 
</h1>
The Senior Cloud Solutions Engineer supports the development and execution of Humana&rsquo;s cloud implementation and modernization strategy for Contact Center as a Service (CCaaS) platforms. This role plays a critical hands on engineering leadership role in advancing large scale transformation initiatives, including the Nuance Migration Project. 
This position represents a strategic shift from primarily operational and process oversight to deep technical execution and technical leadership, embedding stronger cloud, SaaS, and contact center engineering expertise within the team while maintaining awareness of delivery and operational considerations. The role addresses moderately complex to complex technical challenges and exercises significant autonomy in determining technical approaches and solutions.
The Senior Cloud Solutions Engineer is a key member of Humana&rsquo;s technology organization, responsible for implementing and advancing the enterprise cloud strategy for the Customer Experience Center Platform ecosystem, including Genesys Cloud and the new Platform Google CX Agent Studio.
This role provides hands‑on technical leadership across architecture, design, integration, and optimization of cloud‑based contact center solutions. The engineer collaborates closely with product owners, solution architects, business analysts, delivery teams, IT leadership, operations leaders, and vendor partners to ensure Humana fully realizes the value of its CCaaS investments in a secure, compliant, and scalable manner.
The role begins to influence platform and innovation strategy, makes decisions on moderately complex to complex technical issues with limited guidance, and exercises considerable latitude in defining objectives and approaches. Success in this role requires a strong balance of engineering execution, vendor partnership, and transformation leadership.<h1 class="jobSectionHeader"> 
Use your skills to make an impact
 
</h1><h3 class="jobSectionHeader">Primary Responsibilities</h3><ul><li>Serve as the technical lead for Contact Center solutions, with hands‑on ownership of Google CX Agent Studio, Google Cloud Platform (GCP), and integrated CCaaS technologies (e.g., Genesys Cloud).</li><li>Design, implement, and optimize cloud‑based contact center and conversational AI solutions leveraging GCP services, including integrations with Google CX Agent Studio, speech technologies, analytics, and AI/ML capabilities.</li><li>Provide technical leadership and mentorship to developers and engineers, ensuring adherence to enterprise architecture standards, security, reliability, and scalability best practices.</li><li>Partner with business analysts, solution architects, and product owners to translate business requirements into end‑to‑end technical designs and implementations across cloud and SaaS platforms.</li><li>Lead development and configuration efforts for omnichannel capabilities, including voice, chat, routing, authentication, analytics, and automation, across Google‑based and vendor platforms.</li><li>Drive platform modernization initiatives and migrations (e.g., Nuance migration) with a focus on cloud‑native and GCP‑optimized architectures.</li><li>Evaluate, design, and execute Proofs of Concept (POCs), pilots, and solution validations on Google CX Agent Studio, GCP, and related SaaS platforms.</li><li>Identify optimization opportunities across performance, latency, cost, and operability; provide actionable recommendations and drive implementation.</li><li>Collaborate closely with platform vendors (Google, Genesys, and others) to resolve complex technical issues, influence product roadmaps, and ensure successful adoption of new capabilities.</li><li>Participate in Agile ceremonies (sprint planning, demos, retrospectives) while ensuring high‑quality engineering execution and delivery outcomes.</li></ul><div></div><h3 class="jobSectionHeader">
Required Qualifications</h3><ul><li>
Bachelor&rsquo;s degree in Computer Science, Information Technology, or related field</li><li>
10+ years of technical experience delivering complex, large‑scale cloud, SaaS, or platform‑based solutions</li><li>
Strong analytical, organizational, and problem‑solving skills</li><li>
Passion for contributing to an organization focused on continuously improving consumer and member experiences</li></ul><h2 class="jobSectionHeader">
Preferred Qualifications</h2><ul><li>
Technical leadership experience delivering large‑scale cloud and SaaS platforms, with a strong focus on Customer Experience / Contact Center technologies (e.g., Genesys Cloud, NICE inContact, Five9, Salesforce).</li><li>
Proven experience leading or contributing to major enterprise modernization and transformation programs, including cloud migrations and platform exits.</li><li>
Hands‑on experience delivering omnichannel customer engagement capabilities, including voice, chat, routing, authentication, analytics, workforce management, AI/ML, automation, and conversational interfaces.</li><li>
Experience integrating contact center platforms with enterprise SaaS ecosystems (e.g., Salesforce, ServiceNow, Microsoft Dynamics).</li><li>
Demonstrated ability to design, execute, and lead Proofs of Concept (POCs), pilots, and technology evaluations on cloud and SaaS platforms.</li><li>
Strong architecture experience across Business, Application, Data, and Technology domains.</li><li>
Excellent communication and influencing skills, with the ability to translate complex technical concepts into business‑relevant outcomes.</li><li>
Proven ability to mentor teams, drive adoption of new technologies, and enforce engineering best practices.</li><li>
Experience working in Agile delivery models (e.g., SAFe), with familiarity in Waterfall methodologies.</li><li>
Experience collaborating closely with vendors to influence product capabilities and roadmaps.</li><li>
Healthcare industry experience preferred.</li></ul><h3 class="jobSectionHeader">
Google Cloud Platform (GCP) &amp; Conversational AI &ndash; Preferred Skills</h3><ul><li>
Hands‑on experience with Google Cloud Platform (GCP) services supporting customer experience and conversational AI solutions.</li><li>
Experience designing and implementing solutions using Google CX Agent Studio and/or Dialogflow CX, including intent modeling, conversation design, orchestration, and integrations.</li><li>
Familiarity with Vertex AI for ML model integration, tuning, and inference in customer experience use cases.</li><li>
Experience leveraging BigQuery for analytics, reporting, and insights related to contact center and customer interactions.</li><li>
Experience deploying and operating services using Cloud Run, Compute Engine, or Kubernetes‑based architectures.</li><li>
Strong understanding of GCP IAM, security, networking, monitoring, and cost optimization best practices.</li><li>
Experience integrating GCP services with CCaaS platforms (e.g., Genesys Cloud) and enterprise systems.</li><li>
Exposure to GCP‑based speech, text, and AI services (e.g., speech recognition, NLP, analytics) is a strong plus.</li></ul>
Additional Information
Work-At-Home Requirements<ul><li>
WAH requirements: Must have the ability to provide a high speed DSL or cable modem for a home office. Associates or contractors who live and work from home in the state of California will be provided payment for their internet expense.</li><li>
A minimum standard speed for optimal performance of 25x10 (25mpbs download x 10mpbs upload) is required.</li><li>
Satellite and Wireless Internet service is NOT allowed for this role.</li><li>
A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information</li></ul>
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. 

$106,900 - $147,000 per year 

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, &ldquo;Humana&rdquo;) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.<h1 class="jobSectionHeader"> 
About us 
</h1>
About Humana: Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health &ndash; delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare and Medicaid, families, individuals, military service personnel, and communities at large. Learn more about what we offer at Humana.com and at CenterWell.com. 
 
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.</div>

Senior Cloud Solutions Engineer - Contact Center

Spectrio LLC

<div>Description:

As a leading provider of comprehensive digital signage solutions, Spectrio empowers clients to transform their business locations into modern, dynamic destinations for customers and employees.
Headquartered in Tampa, Florida, and serving more than 150,000 global client locations across industries including automotive, healthcare, and financial services, Spectrio consistently ranks among the fastest-growing and largest companies in the Tampa Bay area.
As part of the Tampa Bay Business Journal&rsquo;s &ldquo;Fast 50&rdquo; and &ldquo;Tampa Bay 200,&rdquo; as well as being honored 11 times on the Inc. 5000. Spectrio&rsquo;s digital signage software has received praise for its features and ease of use by reviewers on Capterra and G2, as well as winning multiple awards for creative content, technology, and innovation!
For more information, visit www.Spectrio.com.
This position is open to external candidates in Florida, North Carolina, or Texas and offers the flexibility of remote work. Internal candidates are also encouraged to apply.
Primary Objective: 
The Customer Success Trainer at Spectrio is instrumental in the customer experience. Whether it is training a new customer, educating existing customers, or working with other departments, the Customer Success Trainer is the customer&rsquo;s guide to effectively learning and implementing Spectrio services, communication, and processes.
Responsibilities include:<ul><li>
Facilitate group and one-on-one training sessions, including client retrainings, for small to mid-sized accounts across 1-3 core platforms.</li><li>
Present complex technical information to customers in a clear, non-technical manner.</li><li>
Support internal staff training on platform usage and updates.</li><li>
Manage client rollouts and coordinate successful platform installations.</li><li>
Read, fulfill, and troubleshoot sales orders, escalating issues to ensure smooth processing.</li><li>
Execute client communication for the onboarding lifecycle (Welcome, Reminder, Follow-Up, and Transition emails).</li><li>
Serve as a primary contact for the Onboarding Team, responding to internal and external inquiries via phone and email.</li><li>
Provide technical and project support to assist clients with inquiries.</li><li>
Demonstrate strong comprehension and application of technical information to resolve issues.</li><li>
Identify and manage escalations, collaborating with the appropriate agent or manager to achieve a final resolution.</li><li>
Assist with general onboarding needs and escalate issues proactively to support client retention.</li><li>
Demonstrate basic problem-solving skills to address day-to-day challenges.</li><li>
Keep the supervisor updated on the status of all ongoing projects and critical issues.</li><li>
Utilize required platforms (e.g., NetSuite, Monday, Google Drive) and other directed tools to perform duties.</li><li>
Track work, cases, and time accurately in the appropriate platforms, and log daily time requirements.</li><li>
Follow all established processes and procedures meticulously.</li><li>
Commit to developing proficiency in one to three designated platforms.</li><li>
Be open to cross-training opportunities and proactively seek to learn additional platforms.</li><li>
Provide constructive feedback on existing training materials, processes, and KB articles, and assist in developing new content.</li><li>
Actively seek to improve personal skills and accept direction/feedback from team members.</li><li>
Perform any other ancillary duties as assigned.</li></ul>
Requirements: 
<ul><li>
Bachelor&rsquo;s degree preferred</li><li>
2+ years of related experience with computers and providing customer service</li><li>
Background in training, marketing or education preferred</li><li>
Sound technical knowledge</li><li>
Basic Windows computer-related skills are required</li><li>
Proficiency in all Google Workspace applications, previous CRM (NetSuite, Salesforce, etc.), and ERP experience preferred</li><li>
The ability to multitask effectively</li><li>
The ability to work independently and as part of a team</li><li>
Strong analytical and problem-solving skills</li><li>
Ability to effectively prioritize and execute tasks and adapt to change</li><li>
Ability to work under pressure with interruptions and challenging deadlines</li><li>
Demonstrated aptitude and desire to learn new skills on the job</li><li>
Analytical and problem-solving abilities</li><li>
Strong customer-service orientation with the ability to be courteous and helpful</li><li>
Excellent organizational and time management skills</li><li>
Superior communication skills and strong attention to detail</li><li>
Able to follow instructions and procedures, both verbal and written</li><li>
Fast learner of new processes and software tools</li><li>
Punctual, accountable, collaborative, and team-focused with a positive attitude</li><li>
Ability to communicate and explain technical information, details and procedures, in simple, understandable terms to non- technical people</li><li>
Must have the capacity to multitask, prioritize, and self-direct, with accuracy - while performing in a challenging environment</li><li>
Ability to effectively manage customer and coworker relationships, promptly respond to queries, ensure promises are kept and manage expectations</li><li>
Ability to remain positive and seek solutions during stressful situations</li></ul>
This position is open to external candidates in Florida, North Carolina, or Texas and offers the flexibility of remote work. Internal candidates are also encouraged to apply.
Spectrio offers a wide range of benefits for our team members, including Medical, Dental, Vision, Paid Parental Leave, 401k, HSA, FSA, Dependent Care FSA, Short and Long Term Disability, Life Insurance, EAP, Paid Time Off, Paid Sick Time, Paid Holidays, and Education Reimbursement.
Spectrio is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, creed, marital status, pregnancy, disability, national origin, sexual orientation, gender identity, veteran status, or any other protected category.</div>

Client Educator I

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