Tier 1 Customer Support Specialist

Company Description

Thought Industries powers the Business of Value - enabling enterprises to unlock growth across the customer lifecycle. From our Boston headquarters, we help organizations drive measurable impact, maximize customer lifetime value, and fuel innovation through our leading enterprise solutions. Unlock growth with us - where your potential meets boundless possibilities.

Job Description

The Thought Industries Support Operations team is seeking a Customer Support Specialist to provide technical support and assistance to our customers via our Zendesk ticketing system. As a Customer Support Specialist, you will be responsible for addressing and responding to basic customer inquiries on products and services, including installation, operational functions, limited troubleshooting, and maintenance. You will also be expected to understand when customers require preventive maintenance and configuration recommendations so that you can move the ticket to the next level of tiered support in an efficient manner  and maintain customer satisfaction.

Core Responsibilities

• Basic Troubleshooting: Reviewing  technical questions and issues submitted by customers  and providing timely and accurate solutions, and/or identifying when tickets require more complex investigations by the next level of tiered support and escalating this appropriately. This may involve reviewing internal and client-facing support articles, 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: recognizing and taking initial  ownership of customer-reported issues and tracking them through to resolution, when necessary, to adhere 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 the larger Support team and/or cross-functional teams, including, product managers and Customer Support  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: Stay updated on the latest features and updates of the learning management system and related technologies. 

• Proactive Issue Prevention: Identify recurring issues and patterns in customer inquiries and work with the Support team so that they can help flag this with 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 Customer Support Specialist would focus on reviewing and answering, where possible,  basic technical issues and queries, escalating complex technical issues to the next tier of support, 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 basic  knowledge of troubleshooting methodologies, network protocols, databases, web technologies, and operating systems. 

• Problem Solving: Exhibit exceptional problem-solving skills to diagnose and resolve basic technical issues and queries efficiently, and be able to identify and discern when a complex technical issue requires escalation to the next tier of support. 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, understa