Product Support Specialist, Thoropass

• Passionate about delivering an exceptional customer experience
• Experience working with both dispersed teams and as a FPOC for a business region
• Maintain composure and calm demeanor in high-stress situations while maintaining focus to resolve the issue as efficiently and effectively as possible
• 3+ years of product / technical support experience supporting multi-workflow applications
• Experience troubleshooting, communicating detailed technical information to technical and non- technical parties
• Experience creating client facing materials and delivering training sessions for internal and external teams
• Intermediate technical experience with Gsuite, Web, Troubleshooting tools
• Experience managing issues, querying Jira, 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
• Strong verbal and written communication skills

Desirable

• We are looking for a Product Support specialist to join our team remotely. You’ll be the FPOC for our EMEA region, working autonomously 4-5hrs ahead of the US Product Support team
• You will provide enterprise-level assistance to our customers, customer success managers and compliance experts
• You should be able to diagnose and troubleshoot issues & workflows in the UI and backend databases, escalating out of scope areas to our engineering teams. Ultimately, you will be a person our customers, engineering and support team trusts
• They will rely on you to provide timely and accurate solutions to their technical problems
• Within 30 days:
• Complete onboarding, diagnose & resolve Tier 1 issues autonomously
• Partner with engineering to diagnose, communicate solutions for Tier 2, Tier 3 issues
• Communicate best practices for Thoropass software to customers
• Within 60 Days:
• Provide customers with the most up to date information about product functionality, through written or verbal communication
• Have primary responsibility for any issue in at least three product workflows or for a specific business region
• Use technical abilities to identify systemic issues and drive resolutions through engineering
• Within 90 Days:
• Make your first improvement to the support process at Thoropass (e.g documentation and best practices)
• Educate client facing teams on product behaviors / new workflows
• Identify a product / tool improvement to enhance the UX or issue diagnosis
• Improve customer self service capability through customer-facing articles
• Own issue resolution metrics for your issues
• Investigate, resolve all Tier 1 issues for assigned workflows autonomously, using internal support tools, troubleshooting guides within SLA timeframes
• Prioritise bugs and requests by assessing the level of impact or time sensitivity to customers
• Assist customers with more technical questions regarding the product usage and Experience, responding with the correct tone in tricky situations
• Propose ad hoc or creative solutions and/or fix issues in lieu of committing engineering resources
• Conduct detailed investigation, analysis of reported bugs and product questions to Product/Engineering teams; flagging discrepancies from expected behavior
• Synthesize information between customers and Product/Engineering teams in a clear and easily understandable manner
• Content: Build an understanding of the mapping of content, assist the CX team to manage content for designated compliance frameworks
• Advise and assist on creating custom reports and metrics relevant to customer data and specific needs
• Become proficient in tools that map, permission and manage content
• Create and maintain Help Center documentation, team troubleshooting articles and bi-weekly product updates for assigned workflows
• Use internal and external tools such as Full Story, Sigma, Datadog to review logs, as needed, for troubleshooting