Tier 2 Customer Support Specialist

🔥 14 hours ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $55k - $65k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Thought Industries

WebsiteLinkedInAll Job Openings

201 - 500 employees

📚 Education

🛍️ eCommerce

☁️ SaaS

💰 Debt Financing on 2019-09

Education • eCommerce • SaaS

Thought Industries is a leader in the e-learning space, providing a robust enterprise learning platform designed for customer, partner, and professional training needs. Since its inception in 2013, the company has transformed digital learning into accessible, modern, and scalable experiences, enabling organizations to deliver exceptional training that fosters business success. With a global presence centered in Boston, Thought Industries partners with businesses to enhance customer engagement and retention through customized learning solutions.

📋 Description

• Serve as the primary escalation point for complex customer issues escalated from Tier 1 Support • Investigate and resolve advanced technical issues related to platform functionality, integrations, configurations, authentication, and operational performance • Utilize diagnostic tools, system logs, platform data, and technical analysis to identify root causes and deliver solutions • Provide configuration recommendations and best practices that improve platform performance and usability • Manage complex support cases in accordance with established service-level agreements (SLAs) • Prioritize and coordinate resolution of high-impact customer issues • Escalate issues requiring Engineering or Product involvement with appropriate documentation and communication • Maintain proactive communication with customers regarding issue status, progress, and resolution plans • Perform technical analysis of platform behavior, application logs, APIs, integrations, and system interactions • Develop and document repeatable troubleshooting methodologies • Partner with Product and Engineering teams to validate fixes and resolve systemic issues • Communicate customer feedback, recurring challenges, and enhancement opportunities • Create and maintain internal and customer-facing technical documentation, troubleshooting guides, knowledge base articles, FAQs, and support resources • Provide guidance and mentorship to Tier 1 Support Specialists • Assist with onboarding and development of new support team members • Partner with Engineering, Product Management, QA, Customer Experience, Customer Success, and Account Management teams • Contribute to process improvement initiatives and technical enablement programs

🎯 Requirements

• 1-3 years of experience in technical support or a related field • Familiarity with SSO configuration and API troubleshooting • Strong communication skills and ability to communicate technical information to non-technical customers • Strong problem-solving and analytical skills • Ability to work independently and in a team environment • Strong time-management and prioritization skills • Must be comfortable working remotely

🏖️ Benefits

• Annual bonus eligibility of 2% • Remote work