Customer Support Specialist - Remote

Overview

As a Thalamus Customer Support Specialist, you are responsible for ensuring our customers are able to successfully use the Thalamus products and have a Raving Fan level of experience through every interaction, as measured by key SLAs and program adoption.

In Short

• Acting as a Thalamus product expert to ensure all Tier 1 and Tier 2 are handled via Zendesk appropriately.
• Acting as the Voice of the Customer and sharing feedback about usability constraints or enhancement requests.
• Help support our product software delivery process through activities like assisting developing customer-facing user guides.
• Collaborate with third party support contractors to ensure continuity of the Raving Fan experience.
• Provide on-call weekend coverage as needed.

Requirements

• Experience as a GME Program Coordinator and/or Start up experience in any SaaS company.
• A strong technical aptitude and ability to pick up new technology quickly.
• Level 2 ticket handling customer support experience.
• High level critical thinking proficiency.
• Excellent written and verbal communication.
• An ability to thrive in a fast-paced and often self-directed environment.
• An ability to collaborate and work autonomously in a remote environment.
• A strong sense of empathy and orientation toward delivering customers a “Raving Fans” level of delight.
• Ability to work in the Central time zone 8-5PM.

Benefits

• Competitive salary of $65,000 and a grant of stock options.
• Final compensation will be determined based on experience, skills, and geographic location.