Customer Support Specialist Tier 1

At Thought Industries, our clients are our partners. We treat them with respect while also caring about them like family. Empathy, simplicity, We’re looking for someone to take charge of Thought Industries’ customer support efforts. You will be the owner to provide rapid customer support issue resolution and manage escalations by coordinating with Engineering, Product, Customer Success and Sales as necessary; all done with a highly professional and courteous demeanor. These support interactions can range from an end-user having trouble with their password to the CEO of a global enterprise requesting a critical report. The most successful team members serve as an advocate to our clients by evaluating and prioritizing the most critical actions and they are addressed appropriately.

You are passionate about technology, learning management, SaaS or all. You’re a driven self-starter with a high level of personal integrity and curiosity, who can collaborate across teams. And, you’re an excellent communicator with a technical background.

Role & Responsibilities:

• Support Thought Industries customers, helping them answer their questions or resolve an issue via support system, email and phone, as appropriate
• Manage Tier 1 & 2 customer support, escalating when necessary
• Assist the team with in-application support and tutorials
• Assist with ongoing iterations and updates of self-help documents
• Assist QA with bug testing to ensure customer issues have been resolved
• Identify repeat issues and escalate with Product and Engineer management to prioritize the roadmap to reduce customer friction and increase customer satisfaction
• Measure and share results of support activities across the company
• Create new methods of supporting our customers, such as creating a customer community
• Think about how to make improvements; not afraid to implement changes that increase customer success
• Special projects that drive Support, Customer Success & Sales effectiveness
  

Qualifications:

• 2 - 3 years of customer-facing support experience, ideally in SaaS
• Reference-able experience providing amazing customer service
• Aptitude to learn technologies, such as Thought Industries, Stripe, and other relevant partner solutions
• Experience with Salesforce, Zendesk (or similar ticketing software), customer success platforms (Gainsight preferred), Trello and Slack 
• Skilled at communicating technical issues to both engineers and new users of all skill level
• Effective technical writing and presentation skills
• Interest in online learning space
• Willingness to tackle any challenge, even if not directly relevant to core competencies
• Key characteristics: patience, curiosity, humility, and self-motivation
• Bachelor’s degree or equivalent professional technical experience