Customer Support Analyst, Thentia
West Region USA
Govtech platform for regulators
Be an early applicant
Govtech platform for regulators
21-100 employees
Be an early applicant
21-100 employees
Company mission
To provide the technology and leadership that agencies deserve, enabling them to achieve success now and long into the future.
Role
Who you are
- Two or more years experience in SaaS product support, ideally in configurable, enterprise-level software
- Proven track record of being a product knowledge expert
- Preferred experience in GovTech software or in Government
- Proven track record of excellent customer-facing technical support, working directly with developers
- Extremely effective communicator (written & verbal), ability to synthesize technical developer speak to and from non-technical communications
- Hands-on experience with modern ticketing systems like Zendesk and Jira
- Intermediate level SQL knowledge
- Must have consistent, high-quality internet access and an environment suitable for taking customer and company video calls
- Resourceful, able to gather the right stakeholders to get the job done
- Curious & consistent learner
- Must be US based
- Must be able to cover West Coast shift times, ideally located in Mountain or Pacific Time Zones
What the job involves
- The Customer Support Analyst is an exciting opportunity to become an expert on a complex product to execute meaningful solutions for Thentia’s customers within the regulatory domain
- Customer Support Analysts are the product gurus of Thentia, providing product expertise and support for our customers
- They use their platform knowledge combined with an eagerness to understand customers’ regulatory processes and requirements to deliver outcomes that exceed expectations
- The Customer Support Analyst communicates with customers and other internal collaborators through written (email/ticket) communication alongside video and screenshare meetings where applicable
- They gather and clarify customer business requirements to effectively configure changes & investigate unexpected behavior to properly assess and implement the best resolution (with the help of the appropriate teams)
- The Customer Support Analyst must bridge the gap between basic troubleshooting and complex technical consultation
- This role requires a deep understanding of how various settings interact to shape unique user workflows
- Success in this role is evaluated based on the quantity and quality of resolutions, consistent with Thentia’s values and operating principles
- The analyst will collaborate across the company with the development, cloud engineering, delivery, and customer success teams
- The fully remote Customer Support Analyst position reports to the Director of Customer Operations
- Resolve Tier 1 and Tier 2 inquiries related to platform use, integrations, and unique customer configurations
- Triage to Tier III with all relevant information for developers (e.g. replication steps for bug, strict requirements for code work)
- Gain extensive knowledge of customized & enterprise customer environments to effectively help with their tickets, bringing in relevant Thentia collaborators if necessary
- Communicate (written & verbally) with customers to facilitate issue resolution
- Understand customer business requirements to clarify configuration changes or to troubleshoot reported issues
- Execute configuration changes on the standard platform, ensuring an expected outcome for the customer
- Identify recurring challenges in the software's configuration and provide actionable insights to product and engineering teams to improve the user experience
- Maintain internal and external Knowledge Base articles, FAQs, and specialized configuration guides
Our take
The effectiveness and efficiency of government agencies is vital in enabling them to best serve their citizens, but regulators working for these agencies can face time-consuming manual processes and inconvenient technology. Thentia Cloud for Government is an industry-leading govtech platform that is built by regulators, for regulators, delivering comprehensive solutions for the unique nature of their work.
The company has built a platform which enables regulators to manage all their regulatory requirements within one centralized, highly configurable platform. On top of its technological capabilities, Thentia also delivers access to comprehensive regulatory expertise, allowing its clients to benefit from the industry experience of its leadership.
Thentia's platform has 9 million active users, and the company has worked with numerous self-regulated and government entities across Canada and the US, as well as globally - with plans to continue expansion into the future. And with successful funding under its belt, the company is ready for even more growth, with plans to invest in AI and enhance its ability to meet the needs of its expanding global client base.
Steph
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2024
$10m
SERIES B
Jan 2024
$38m
SERIES B
Total funding: $68m
Company benefits
- Healthcare: Thentia offers first-class health, dental, and vision insurance plans to all employees
- Paid time off: Thentians are guaranteed a minimum of three weeks' vacation, in addition to generous allotments for other types of leave, such as sick days and compassionate care days
- Year-end bonuses: We provide the potential for discretionary performance bonuses for non-sales-based colleagues, based on meeting company and individual performance goals
- Professional development: In line with our values, we provide you with the accountability and autonomy to do your job and with stretch projects and assignments which in turn create personal and professional growth
Company HQ
St. Lawrence, Toronto, ON
Leadership
Brian Utley
(CEO)Prior to joining Thentia in 2024, Brian founded Periscope Holding in 2001 and spent 20 years as the President and CEO.
David English
(CFO)Previously CFO at Choreo, Periscope Holdings, Vector Solutions, Ryan, and Thomas Group.
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