Customer Support Analyst - West Region USA
About The Role:
The Customer Support Analyst is an exciting opportunity to become an expert on a complex product to execute meaningful solutions for Thentia’s customers within the regulatory domain. Customer Support Analysts are the product gurus of Thentia, providing product expertise and support for our customers. They use their platform knowledge combined with an eagerness to understand customers’ regulatory processes and requirements to deliver outcomes that exceed expectations.
The Customer Support Analyst communicates with customers and other internal collaborators through written (email/ticket) communication alongside video and screenshare meetings where applicable. They gather and clarify customer business requirements to effectively configure changes & investigate unexpected behavior to properly assess and implement the best resolution (with the help of the appropriate teams). The Customer Support Analyst must bridge the gap between basic troubleshooting and complex technical consultation. This role requires a deep understanding of how various settings interact to shape unique user workflows.
Success in this role is evaluated based on the quantity and quality of resolutions, consistent with Thentia’s values and operating principles. The analyst will collaborate across the company with the development, cloud engineering, delivery, and customer success teams.
The fully remote Customer Support Analyst position reports to the Director of Customer Operations.
Responsibilities
- Resolve Tier 1 and Tier 2 inquiries related to platform use, integrations, and unique customer configurations.
- Triage to Tier III with all relevant information for developers (e.g. replication steps for bug, strict requirements for code work)
- Gain extensive knowledge of customized & enterprise customer environments to effectively help with their tickets, bringing in relevant Thentia collaborators if necessary
- Communicate (written & verbally) with customers to facilitate issue resolution
- Understand customer business requirements to clarify configuration changes or to troubleshoot reported issues
- Execute configuration changes on the standard platform, ensuring an expected outcome for the customer
- Identify recurring challenges in the software's configuration and provide actionable insights to product and engineering teams to improve the user experience.
- Maintain internal and external Knowledge Base articles, FAQs, and specialized configuration guides.
Qualifications
- Two or more years experience in SaaS product support, ideally in configurable, enterprise-level software
- Proven track record of being a product knowledge expert
- Preferred experience in GovTech software or in Government
- Proven track record of excellent customer-facing technical support, working directly with developers
- Extremely effective communicator (written & verbal), ability to synthesize technical developer speak to and from non-technical communications
- Hands-on experience with modern ticketing systems like Zendesk and Jira.
- Intermediate level SQL knowledge
- Must have consistent, high-quality internet access and an environment suitable for taking customer and company video calls
- Resourceful, able to gather the right stakeholders to get the job done
- Curious & consistent learner
- Must be US based
- Must be able to cover West Coast shift times, ideally located in Mountain or Pacific Time Zones.