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 involving platform functionality, integrations, configurations, authentication, and operational performance • Use diagnostic tools, system logs, platform data, and technical analysis to identify root causes and deliver solutions • Manage complex support cases according to SLAs and coordinate high-impact issue resolution • Own escalated customer issues through resolution and maintain proactive customer communication • Analyze platform behavior, application logs, APIs, integrations, and system interactions • Develop and document repeatable troubleshooting methodologies for recurring issues • Partner with Product, Engineering, QA, Customer Experience, Customer Success, and Account Management teams • Communicate customer feedback, recurring challenges, and enhancement opportunities • Create and maintain internal and customer-facing technical documentation, troubleshooting guides, FAQs, and knowledge-base articles • Provide guidance and mentorship to Tier 1 Support Specialists and assist with onboarding • Contribute to support process improvements, ticket deflection, product quality, and customer outcomes

🎯 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 arrangement