Customer Support Analyst (Tier Ii)

About Thentia:
Thentia is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory organizations are conducting business. As a company of builders, thinkers, and owners, Thentia gives employees the opportunity to create amazing solutions, showcase their talents, and benefit from our shared success as we scale up in the U.S., Canadian, and global markets. Our solutions directly impact public trust and regulatory integrity, helping regulators and agencies meet 21st century standards by leveraging predictive analytics, Big Data, AI, and other innovative capabilities. Internally, our culture fosters collaboration, inclusivity, intellectual curiosity, and professional development. We lead by our values of customer focus, integrity, accountability, adaptability, achievement, purpose, teamwork, and authoritativeness.
About The Role:
The Customer Support Analyst is an exciting opportunity to become an expert on a complex product and execute meaningful solutions for Thentia’s customers within the regulatory domain. Customer Support Analysts are the product gurus of Thentia, providing second tier 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) communication alongside video and screenshare meetings where applicable. They gather and clarify customer business requirements to effectively configure changes & investigate unexpected behaviour to properly assess and implement the best resolution (with the help of the appropriate teams).
The Support Analyst is measured on resolution quantity and quality, in parallel with Thentia’s T8 values and the Customer Operations departmental values and operating principles. The role collaborates most often with the other Customer Support tiers, customer success and the delivery/implementation teams.

Responsibilities

• Provide Tier IICustomer Support for complex cases triaged by Tier I or our Customer Success team
• Communicate (written & verbally) with customers and collaborate with internal teams on Tier I & III, Customer Success and Delivery
• Merge technical support with business analysis/implementation
• Contribute to gathering business requirements to clarify configuration changes
• Execute configuration changes on the standard platform, ensuring an expected outcome for the customer
• Triage to Tier III with all relevant information for developers (e.g. replication steps for bug, strict requirements for code work)
• Gain extensive knowledge of customized & enterprise customer environments to effectively help with their tickets, bringing in relevant collaborators if necessary
• Communicate with external partners when necessary to resolve reported issues with auxiliary products (e.g. Thentia Payments)

QUALIFICATIONS

• Proven track record of excellent customer-facing technical support, working directly with developers
• Proficiency at business analysis/requirement gathering
• Extremely effective communicator (written & verbal), ability to synthesize technical developer speak to and from non-technical communications
• Intermediate level SQL knowledge
• Proven track record of being a product knowledge expert, ideally in configurable, enterprise-level software
• Resourceful, able to gather the right stakeholders to get the job done
• Curious & consistent learner
  We’re proud to be ‘Great Place to Work’ certified in the U.S. and Canada. Nearly 90% of our employees have participated and nearly 9 out of 10 employees overall agreed that Thentia is a ‘great place to work’.

What we offer - Thentia provides employees with:

• A competitive base salary
• Fully paid for health and wellbeing benefits (subject to country differences)
• Paid vacation, holidays, wellbeing days, and volunteer days (subject to country differences)
• Opportunity for discretionary performance bonuses (or sales commissions, based on role)
• Opportunities for personal and professional growth, promotion, and advancement
• Opportunity to work within a high performing culture
• A learning environment to challenge yourself and others to do their best work
• An environment to do innovative work
• An ability to make an impact in an evolving industry that impacts public trust and safety

What we look for
We know that Thentia’s culture isn’t going to be for everyone. We work hard, smart, diligently, and are looking for people who are motivated to be part of building something great and who want to make an impact in a unique industry. We lead by our Thentia 8 Principles of customer focus, integrity, accountability, adaptability, achievement, purpose, teamwork, and being authoritative. Check out our company website (https://thentia.com/thentia-careers/#culture) as you consider if we’re the right place for you.
Our Commitment
Thentia is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We are building products for a diverse world and are committed to building and fostering an environment where our employees feel included, valued, and heard, which enables us to make commerce better for everyone. We strongly encourage applications from racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, provincial, or local laws in the regions we operate. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, or internships.
We thank all applicants in advance for applying. Only individuals selected for interviews will be contacted.
Staffing Firms: Thentia does not accept unsolicited submissions. All firms must have valid agreements in place

• Provide Tier IICustomer Support for complex cases triaged by Tier I or our Customer Success team
• Communicate (written & verbally) with customers and collaborate with internal teams on Tier I & III, Customer Success and Delivery
• Merge technical support with business analysis/implementation
• Contribute to gathering business requirements to clarify configuration changes
• Execute configuration changes on the standard platform, ensuring an expected outcome for the customer
• Triage to Tier III with all relevant information for developers (e.g. replication steps for bug, strict requirements for code work)
• Gain extensive knowledge of customized & enterprise customer environments to effectively help with their tickets, bringing in relevant collaborators if necessary
• Communicate with external partners when necessary to resolve reported issues with auxiliary products (e.g. Thentia Payments