Thoropass is hiring a
Product Support Specialist

Summary

Join Thoropass as a remote Support Specialist to provide enterprise-level assistance to compliance experts and customers, diagnose and troubleshoot issues, and contribute to improving the support process. The role involves working with internal teams, assisting the CX team, conducting detailed investigations, managing data transfer, creating documentation, and advising colleagues.

Requirements

• 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

Responsibilities

• Provide enterprise-level assistance to compliance experts and customers
• Diagnose and troubleshoot issues that arise and escalate as needed
• Communicate best practices for Thoropass software to customers
• 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
• Make the team better through documentation, handbooks, and best practices
• Give customers a way 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
• Prioritize 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

Preferred Qualifications

• Experience working with Datadog
• Proficient in SQL / Python / Javascript
• Retail Experience
• Experience with Content Management Systems

Benefits

• Competitive base salary
• Exceptional private healthcare
• Early equity in a fast-growing company
• Work-from-home model
• Unlimited PTO
• Home office equipment
• Monthly wellness and home Wi-Fi stipend