Technical Support Specialist
il y a 7 jours
**Why join Th**ynk?****:
Founded by a team of experienced SaaS founders and hospitality executives, Thynk is on a mission to revolutionize the 2T$ hospitality industry and become a new vertical SaaS giant, following the footsteps of Veeva and nCino. Our ambition is fuelled by a fantastic product built on top of the Salesforce platform and a spot on time to market.
We just raised a 13M$ (undisclosed) Series A from high-profile VCs (NY+EU) to scale our operations and expand to the US. The role of the Head of Professional Services and Delivery is key at our stage to make sure we scale the right way, it is an opportunity to have a big impact on the company.
Our customers are all over the world and so are we, with team members from 10 nationalities, based on 3 continents and 6 time zones - building a strong common culture while respecting the individual constraints of everyone in our remote-first environment.
**About the role**:
At Thynk we consider top-quality customer support to be vital to our customers' success. We practice what we preach and our top priority is making our customers successful.
**Key Responsibilities**:
- Become a product expert to fully assist customers helping them realize value and driving user adoption
- Quickly and accurately handle all levels of technical support communications, across multiple channels, precisely tracking all customer interactions via cases
- Determine root cause analysis of issues and help determine and implement solutions
- Consistently work towards our goal of increasing our customers' satisfaction level (CSAT) and providing a support experience that will 'WOW' them
- Conduct software testing to find solutions and report defects when needed
- Create and maintain internal and customer-facing technical support documentation and resources
- Actively take part in and complete chosen and assigned tasks, goals and projects
- Be a team player in a highly collaborative environment
***
**About you****:
- Requirements_
- Salesforce Certified Administrator certification
- Minimum of 1+ years of technical customer support/account management experience
- Strong technical troubleshooting skills, perseverance, and patience
- Top-notch written and verbal skills-English
- Exceptional organizational skills.
- Preferred Qualifications_
- Any Salesforce certifications other than the Salesforce Certified Administrator
- Knowledge of Apex is a plus
- The ability to communicate clearly and professionally and empathize with all levels of users
- The ability to effectively juggle priorities
- The willingness and ability to "dive right in", self-learn, be effective, and make a difference
**Our DNA***:
- **People-first** - Every day, our team focuses on our customers, their problems and how we can help them think differently about innovation.
- ** Listening is Learning** - We focus on understanding the problem because that is where the real value is - the technology is just the vehicle to deliver change.
- ** Agile Thinking** - We think outside the box and disrupt the status quo by rethinking technology's role in solving problems in hospitality.
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