About The Role:
The Customer Support Analyst is an exciting opportunity to become an expert on a complex product to execute meaningful solutions for Thentia’s customers within the regulatory domain. Customer Support Analysts are the product gurus of Thentia, providing product expertise and support for our customers. They use their platform knowledge combined with an eagerness to understand customers’ regulatory processes and requirements to deliver outcomes that exceed expectations.
The Customer Support Analyst communicates with customers and other internal collaborators through written (email/ticket) communication alongside video and screenshare meetings where applicable. They gather and clarify customer business requirements to effectively configure changes & investigate unexpected behavior to properly assess and implement the best resolution (with the help of the appropriate teams). The Customer Support Analyst must bridge the gap between basic troubleshooting and complex technical consultation. This role requires a deep understanding of how various settings interact to shape unique user workflows.
Success in this role is evaluated based on the quantity and quality of resolutions, consistent with Thentia’s values and operating principles. The analyst will collaborate across the company with the development, cloud engineering, delivery, and customer success teams.
The fully remote Customer Support Analyst position reports to the Director of Customer Operations.
Responsibilities
Qualifications
Bel
Human Interest
Workstream
Agilent Technologies
Destination Knot