Remote Product Support Specialist

Summary

Join Thinkific, a software platform empowering Creator Educators and businesses globally, as a Product Support Specialist. You'll provide excellent customer experience, share knowledge to help people solve problems, and work directly with high-value customers to extract the most value from our product.

Responsibilities

• Handle the highest-value support inquiries via email, phone, and screen share
• Provide priority-level support to Thinkific Plus and Payments customers
• Handle escalations and urgent tickets quickly
• Identify, reproduce, and document bugs for the Technical Support team
• Help customers extract the most value from the product and help them find business success through utilizing opportunities for product adoption and plan upgrades
• Spot potential churn risk and work with internal teams to save the customer
• Identify, suggest, and action improvements to our operations, enablement, processes, and workflows to continually drive better experiences
• Assist and answer our frontline Champion team questions with a focus on training, documentation, and overall process improvement