Thought Industries dezvoltă software de învățare pentru organizații care au nevoie să își instruiască clienții, partenerii și publicul profesionist. Platforma sa SaaS susține experiențe de învățare digitală accesibile și scalabile, concepute pentru a îmbunătăți transmiterea cunoștințelor, implicarea clienților și retenția acestora. Fondată în 2013, compania activează în domeniile educației, comerțului electronic și software-ului ca serviciu, având o prezență globală centrată în Boston și o echipă de aproximativ 201–500 de angajați.
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.
Descriere
- 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.
Cerințe
- 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.
Beneficii
- Eligibility for a 2% annual bonus.
- Remote work arrangement.