Customer Support Specialist - Tier 2

Company Description

Thought Industries powers the business of learning with our industry-leading learning technology. We were founded in 2013 around the core belief that online learning experiences should be modern, intuitive, engaging, and scalable. Today, our growing team builds and maintains the only learning solution with completely native tools and integrations that drive higher engagement, learner proficiency, and retention rates for our customers.

Job Description

The Thought Industries Support Operations team is seeking an experienced Tier 2 Technical Support Agent to provide technical support and assistance to our customers via our Zendesk
ticketing system. As a Tier 2 Technical Support Agent, you will be responsible for addressing and responding to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. You will also be expected to provide customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction.

Core Responsibilities:

• Troubleshooting: Resolve complex technical issues escalated from Tier 1 support agents and provide timely and accurate solutions to customers. This may involve analyzing system logs, performing diagnostics, and utilizing remote access tools to troubleshoot issues
• Customer Support: Assist customers via various channels such as email or chat, providing professional and empathetic support. Address customer inquiries, concerns, and complaints promptly and effectively, ensuring customer satisfaction and maintaining a positive customer experience.
• Incident Management: Take ownership of customer-reported issues and track them through to resolution, adhering to defined service-level agreements (SLAs). Escalate critical issues to the appropriate teams or higher tiers when necessary, while maintaining communication with the customer regarding the status of their reported issue.
• Collaboration: Collaborate with cross-functional teams, including developers, product managers, and QA engineers, to communicate customer feedback, identify product improvement opportunities, and contribute to the overall product development process. Provide input on potential areas for process improvement within the support team.
• Training and Mentoring: Stay updated on the latest features and updates of the learning management system and related technologies. Share knowledge and provide guidance to Tier 1 support agents, assisting in their professional development and helping them handle more complex customer issues.
• Proactive Issue Prevention: Identify recurring issues and patterns in customer inquiries and work with the product and development teams to proactively address them. Suggest improvements to product documentation, or platform enhancements to increase customer satisfaction and reduce support tickets.
• Continuous Learning: Stay abreast of industry trends, emerging technologies, and best practices related to our platform and customer support. Engage in ongoing training to develop technical skills and deepen product knowledge.

Overall, your role as a Tier 2 Technical Support Agent would focus on resolving complex technical issues, delivering exceptional customer support, collaborating with internal teams, and contributing to the overall improvement of the product and support processes.

Competencies:
Technical Expertise: Possess a strong understanding of the company's platform and related technologies. Have in-depth knowledge of troubleshooting methodologies, network protocols, databases, web technologies, and operating systems. 

Problem Solving: Exhibit exceptional problem-solving skills to diagnose and resolve complex technical issues efficiently. Demonstrate the ability to analyze information, identify patterns, and apply logical reasoning to find innovative solutions. Display a proactive approach to problem-solving by identifying potential issues before they escalate.

Customer Focus: Maintain a customer-centric approach by actively listening to customers, understanding their needs, and providing personalized support. Display empathy, patience, and professionalism while addressing customer concerns. Strive for high customer satisfaction and deliver exceptional service.

Communication Skills: Possess excellent verbal and written communication skills to effectively communicate with customers and team members. Articulate technical concepts in a clear and concise manner, avoiding jargon, and adapting communication style to suit the customer's level of technical understanding. Active listening skills are crucial for understanding customer issues accurately.

Collaboration: Work collaboratively with cross-functional teams, including Tier 1 support agents, developers, product managers, and QA en