Thought Industries клиенттерін, серіктестерін және кәсіби аудиториясын оқытуы қажет ұйымдарға арналған корпоративтік оқыту бағдарламалық жасақтамасын әзірлейді. Оның SaaS платформасы білімді жеткізуді, клиенттермен өзара әрекеттесуді және клиенттерді ұстап қалуды күшейтуге бағытталған қолжетімді әрі ауқымды цифрлық оқыту тәжірибелерін қолдайды. 2013 жылы құрылған компания білім беру, электрондық коммерция және SaaS салаларында жұмыс істейді, орталығы Бостонда орналасқан жаһандық құрылымға ие және шамамен 201–500 қызметкері бар.
Tier 2 Customer Support Specialist - Remote in Massachusetts
Thought Industries is seeking a Tier 2 Customer Support Specialist to resolve complex technical issues across its enterprise learning platform. The role focuses on root-cause analysis, escalations, customer communication, and support operations improvement.
Сипаттама
- Own escalated customer issues that move beyond Tier 1 Support.
- Resolve advanced technical problems involving platform functionality, integrations, configurations, authentication, and operational performance.
- Use diagnostic tools, system logs, platform data, and technical analysis to determine root causes and implement solutions.
- Recommend configurations and practices that strengthen platform performance and usability.
- Handle complex support cases in line with established service-level agreements (SLAs).
- Set priorities and coordinate responses for high-impact customer issues.
- Refer issues requiring Engineering or Product support with clear documentation and communication.
- Keep customers informed about issue status, progress, and planned resolution steps.
- Analyze platform behavior, application logs, APIs, integrations, and system interactions.
- Create and document repeatable approaches for troubleshooting.
- Work with Product and Engineering to verify fixes and address systemic problems.
- Share customer feedback, recurring issues, and potential product enhancements.
- Develop and maintain technical documentation, troubleshooting guides, knowledge base content, FAQs, and other support resources for internal and customer use.
- Coach and mentor Tier 1 Support Specialists.
- Support the onboarding and professional development of new support team members.
- Collaborate with Engineering, Product Management, QA, Customer Experience, Customer Success, and Account Management.
- Participate in process improvement efforts and technical enablement programs.
Талаптар
- Bring 1–3 years of experience in technical support or a related discipline.
- Understand SSO configuration and API troubleshooting.
- Explain technical information clearly to customers without technical backgrounds.
- Apply strong analytical and problem-solving skills to support cases.
- Work effectively both independently and as part of a team.
- Manage time and priorities effectively across competing support needs.
- Be comfortable working remotely.
Артықшылықтар
- Eligibility for a 2% annual bonus.
- Remote work arrangement.