102 day(s) ago

Senior Technical Customer Champion

Negotiable Salary


Canada
English: Native Speaker
Experience: 3+ years
Employment: Full-time

Thinkific

Vancouver
Industry: Software platform
We’re about the results of online learning and the people along the way! Thinkific is a software platform that enables entrepreneurs to create, market, sell, and deliver their own online courses.
Exceptional teammates. Meaningful work. Amazing growth opportunities. We’re revolutionizing the way people learn and earn online. Growth is built upon solid foundations, and at Thinkific, we know our success can be attributed to one thing: our exceptional people.

Motivated, happy, high-performing people first, above all else.

This is a company promise we make to our team and strive to keep it at the top of our list every day. It sounds simple, and in fact we don’t often see what we do internally as extraordinary. The reason we invest in our team is because we know that failure awaits us if we don’t. So many of our efforts—from recruiting, to onboarding, to recognition and engagement—have centered around helping our team members find joy in their work. We know that if we care about them, they’ll care about the company, and our customers.

General overview of the project(s)

As a Senior Technical Customer Champion, you’ll be part of a team that lives between Thinkific’s customer-facing teams and the Product and Engineering teams for all things technical. The Customer Support, Customer Success, and Sales teams all funnel technical questions, complex problems and software bugs to you and your team to triage, investigate, and solve alongside our Software Engineers. You’ll contribute to building and developing a collaborative, passionate, and insanely helpful team that provides the best support in the industry!

Responsibilities

Triage our Tier 2 queue, made up of technical questions and problems often related to our integrations, API, SSO, Themes, and software bugs
Investigate, identify, and document software bugs by reviewing console logs, conducting cross browser and device testing, using SQL to query databases, checking our database logs, editing theme code (HTML/CSS), confirming custom domain setup, writing/running basic API scripts, and more!
Create and document processes and policies for Tier 2 Support operations to help provide solutions and better equip our Tier 1 Support Team to handle common technical issues
Translate technical challenges and investigation results into resources that both the internal Support team and customers can easily understand
Be involved in the testing of new features as they are released and work closely with our Product team
Liaise directly with Software Engineers on new bugs surfaced through customer reports after conducting initial testing on your own
Communicate with both Plus customers and prospects as our Technical Software Expert to verify compatibility of system requirements with Thinkific, discussing possible solutions and implementation methods (including the external development costs done by third party experts)
Review and answer external vendor and security assessments such as Requests For Proposals (RFPs) or Penetration Tests to satisfy system requirements of prospects and customers
Share your technical experience by assisting the Technical Support Lead with training Junior Technical Customer Champions

Requirements

Have 3+ years experience in an online customer support role with a strong focus on technical investigation and resolution
Be experienced in supporting customers through multiple channels, including by email and phone
Demonstrate experience being able to investigate, identify, and document software bugs
Have hands-on experience with Zendesk or a similar ticketing system
Love helping people—you can’t help but to go above and beyond to support a customer!
Possess strong written and verbal communication skills—you can write a customer email, pick up the phone, or hop on a video call while expressing yourself clearly
Be an independent problem solver—you can figure out how to solve a complex software problem, even if you don’t know the answer to start
Perform well under pressure and be able to handle emergency situations on the fly
Have a strong work ethic and do what it takes to get the job done
Bring new perspectives and find creative and innovative solutions to tough problems

Skills considered as a good plus

Know tools like Slack, Asana, Google Drive, and TextExpander like the back of your hand
Are comfortable working with HTML/CSS
Possess some experience with SQL and reading logs in SumoLogic
Have practical experience with Javascript frameworks (like React, Angular, or Ember)
Have experience driving customer feedback to other teams internally

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