Customer Support Specialist - Remote

Overview

As a Customer Support Specialist at ThoughtExchange, you will be part of a specialized team focused on enhancing the customer experience by providing exceptional technical support and managing our Help Site.

In Short

• Manage the Help Site by writing help articles for internal and customer-facing support.
• Provide exceptional support to customers via email and phone.
• Use ticketing software to manage and track support interactions.
• Collaborate with various teams to improve software based on feedback.
• Assist the Internal Support team with product questions.
• Create internal training content for product updates.
• Produce video training content for the Help Site.
• Minimum 3 years experience in a customer support role.
• Experience managing a help site and using Zendesk.
• Strong communication and problem-solving skills.

Requirements

• 3+ years in customer support.
• 1-2 years managing a help site.
• Experience with Zendesk or similar software.
• Strong written and verbal communication skills.
• Experience in article creation and curation.
• Exceptional problem-solving abilities.
• Good time management and organization skills.
• Curiosity and innovation in staying updated with product releases.
• Basic HTML knowledge for minor edits.

Benefits

• Opportunity to work with a growing company recognized for excellence.
• Collaborative work environment with a focus on positive change.
• Engage with a diverse range of clients from school districts to Fortune 500 companies.
• Support from a specialized Customer Success team.
• Potential for career growth within the company.