Technical Support Escalations Specialist, Thinkific

• Has 3+ years of experience in an online customer support role with a strong focus on technical investigation and resolution
• Is experienced in supporting customers through multiple channels, including by email and phone
• Demonstrates experience being able to investigate, identify, and document software bugs
• Has hands-on experience with Zendesk or a similar ticketing system
• Love helping people—you can’t help but to go above and beyond to support a customer!
• Possesses strong written and verbal communication skills—you can write a customer email, pick up the phone, or hop on a video call while expressing yourself clearly
• Is an independent problem solver—you can figure out how to solve a complex software problem, even if you don’t know the answer to start
• Performs well under pressure and are able to handle emergency situations on the fly
• Loves to learn and grow. They’ve found (and keep looking for) ways to level up their skills in this field, whether that’s through formal education, gaining professional experience, or maybe even building their own business

Desirable

• As a Technical Support Escalations Specialist, you’ll be part of a team that lives between Thinkific’s customer-facing teams and the Product and Engineering teams for all things technical
• The Customer Support, Customer Success, and Sales teams all funnel technical questions, complex problems, and software bugs to you and your team to triage, investigate, and solve alongside our Software Engineers
• You’ll contribute to building and developing a collaborative, passionate, and helpful team that provides the best support in the industry!
• Your goal will be to triage our Technical Support queue, made up of technical questions and problems often related to our integrations, Application Programming Interface (APIs), and Single Sign-on (SSO), Themes, and software bugs
• Investigate, identify, and document software bugs by reviewing console logs, conducting cross-browser and device testing, using query databases, checking our database logs, editing theme code (HTML/CSS), confirming custom domain setup, writing/running basic API scripts, and more
• Create and document processes and policies for Technical Support operations to help provide solutions and better equip our Support Team to handle common technical issues
• Translate technical challenges and investigation results into resources that both the internal Support team and customers can easily understand
• Be involved in the testing of new features as they are released and work closely with our Product team
• Liaise directly with Software Engineers on new bugs surfaced through customer reports after conducting initial testing on your own
• Communicate with our Solutions Engineers, customers, and prospects as our Technical Software Expert to verify compatibility of system requirements with Thinkific, discussing possible solutions and implementation methods (including the external development costs done by third-party experts)
• Provide mentorship and share your technical experience to help uplevel other members of the Technical Escalations Specialist team
• Participate in a rotating weekly on-call schedule that includes weekends (once every 7-8 weeks). Incident handling during that time accrues time off in lieu to be redeemed at your discretion