Customer Service Representative in Technical Support Role
Thoropass, a trailblazing company in the compliance and audit industry, is expanding its team with the addition of a Product Support Specialist. Based in New York and operating as a virtual, global company with a presence in over 18 countries, Thoropass is seeking a remote candidate for this role, who will serve as the point of contact for their EMEA region.
The Product Support Specialist will be a pivotal member of the team, responsible for investigating, resolving all Tier 1 issues for assigned workflows autonomously, prioritising bugs and requests, and conducting detailed investigations and analysis of reported bugs and product questions. Within 30 days of joining, the specialist will complete onboarding, diagnose and resolve Tier 1 issues autonomously, partner with engineering to diagnose and communicate solutions for Tier 2, Tier 3 issues, and communicate best practices for Thoropass software to customers.
In addition to technical abilities, the Product Support Specialist should possess strong verbal and written communication skills. Bonus points are given for experience with Datadog, proficiency in SQL/Python/Javascript, retail experience, and experience with Content Management Systems. The specialist should also have intermediate technical experience with Gsuite, Web, Troubleshooting tools, and experience managing issues in Jira or equivalent.
The specialist will provide customers with the most up-to-date information about product functionality through written or verbal communication. Within 60 days of joining, the specialist's responsibilities will include managing escalations, collaborating with engineering and product teams to improve the product, and providing training and support to customers. Within 90 days, the specialist will make their first improvement to the support process at Thoropass, educate client-facing teams on product behaviours, and improve customer self-service capability.
Thoropass offers an all-in-one platform that combines compliance automation software with tech-enabled audit firm and pentest services. The company provides services for various frameworks like SOC, PCI, ISO, HITRUST, HIPAA, and more. Thoropass has been financially supported by investors including High-Tech Gründerfonds (HTGF), MIG Verwaltungs AG, J.P. Morgan, PayPal Ventures, Fin Capital, Centana, Canapi, and Bain Capital.
The Product Support Specialist will become proficient in tools that map, permission, and manage content, and advise and assist on creating custom reports and metrics relevant to customer data and specific needs. The specialist will also use technical abilities to identify systemic issues and drive resolutions through engineering.
The specialist will synthesize information between customers and Product/Engineering teams in a clear and easily understandable manner, and create and maintain Help Center documentation, team troubleshooting articles, and bi-weekly product updates for assigned workflows. The specialist will also provide enterprise-level assistance to customers, customer success managers, and compliance experts.
Thoropass has a primary responsibility for issues in at least three product workflows or for a specific business region. The specialist will have primary responsibility for issues in the assigned region. The specialist will diagnose and troubleshoot issues in the UI and backend databases, escalating out-of-scope areas to engineering teams.
In joining the Thoropass team, the Product Support Specialist will be part of a mission to revolutionise the compliance and audit industry with AI technology and human insight. The specialist will help to deliver exceptional customer service and drive continuous improvement in the product and support process.
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