Support Specialist, Thoropass

• Passionate about delivering an exceptional customer experience
• Maintain composure and calm demeanor in high-stress situations while maintaining focus to resolve the issue as efficiently and effectively as possible
• Strong verbal and written communication skills
• 2+ years of working experience, ideally in a product support role
• Experience creating training materials and also leading training sessions for internal and external teams
• Technical competence with Gsuite and web tools
• Familiarity using Jira and Jira Service Desk, or equivalent
• Adapt quickly to changing priorities and customer needs
• Proven ability to collaborate with cross-functional partners to improve delivery for internal and external customers
• Curiosity to find creative solutions to problems and doggedness to enact that solution

Desirable

• We are looking for a support specialist to join our team remotely
• You will provide enterprise-level assistance to our compliance experts and customers
• You should be able to diagnose and troubleshoot issues that arise and escalate as needed
• Ultimately, you will be a person our customers, our engineering team, and our support team trusts
• They will rely on you to provide timely and accurate solutions to their technical problems
• Within 30 days:
• Working with internal engineering teams to diagnose issues and deliver solutions for customers
• Make your first improvement to the support process at Thoropass
• Communicate best practices for Thoropass software to customers
• Within 60 Days:
• Ensure customers have the most up to date information about compliance
• Have primary responsibility for any issues in at least one area of the product
• Use technical abilities to identify systemic issues and drive resolutions through engineering
• Within 90 Days:
• Make the team better through documentation, handbooks, and best practices
• Give customers a way to to help themselves through customer-facing articles
• Own issue resolution metrics for your issues
• Build an understanding of the mapping of content to customers in order to identify, troubleshoot, and communicate issues
• Assist the CX team to upload content for designated compliance frameworks
• Conduct detailed investigation & analysis of reported bugs to the Product/Engineering team and flag discrepancies from expected behavior
• Prioritise bugs and requests by assessing the level of impact or time sensitivity to customers
• Synthesize information between customers and Product/Engineering teams in a clear and easily understandable manner
• Assist customers with more technical questions regarding the product usage and Experience
• Manage the transfer of data and deletion of inactive (trial /churned) client organizations
• Advise and assist on creating custom reports and metrics relevant to customer data and specific needs
• Share your expertise with colleagues, advising on technical questions
• Respond to customers with the correct tone in tricky situations
• Use the terminal and tools such as Datadog to review logs, as needed, for troubleshooting
• Become proficient in tools that map, permission and manage content
• Propose ad hoc or creative solutions and/or fix issues in lieu of committing engineering resources