Product Support Specialist

Summary

Join Thoropass as a remote Support Specialist and provide enterprise-level assistance to our compliance experts and customers. You will diagnose and troubleshoot issues, escalate as needed, and ensure timely, accurate solutions. Within 90 days, you'll improve team processes through documentation and empower customers with self-service resources. You'll build an understanding of content mapping to identify and communicate issues, assist with content uploads, investigate bugs, and prioritize requests. You will synthesize information between teams, manage data transfers, advise on custom reports, and maintain Help Center documentation. Thoropass offers a competitive salary, exceptional healthcare, equity, remote work, flexible PTO, home office equipment, and wellness stipends.

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
• Curiosity to find creative solutions to problems and doggedness to enact that solution

Responsibilities

• Provide enterprise-level assistance to our compliance experts and customers
• Diagnose and troubleshoot issues that arise and escalate as needed
• Provide timely and accurate solutions to their technical problems
• 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
• 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 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
• Create and maintain Help Center documentation, team troubleshooting articles and bi-weekly product updates
• 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

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
• Flexible PTO
• Home office equipment
• Monthly wellness and home Wi-Fi stipend