Location
Work from home | India
Job description
As a Support Analyst, you ll be the first point of contact for Mode & ThoughtSpot customers and will set the tone for the customer support experience.
If you re a customer champion, passionate about solving problems and collaborating on strategic initiatives to enhance the customer experience - you ll bring tremendous value to our customers and team
What Youll Do: ( Responsibilities)
- Become a ThoughtSpot & Mode expert and provide Level 1 Support for customers via Virtual Meetings, Chat, and Email
- Represent the customer voice as a member of cross-functional Bug prioritization meetings with the product, engineering, and design teams.
- Troubleshoot complex technical customer issues via Phone, E-Mail, Chat, and Virtual meetings.
- Contribute to Mode Help Site documentation and the Knowledgebase
- Partner with Engineering and Product in contributing to strategic initiatives focused on customer experience and product improvement
- Provide support to internal mode employees by answering product/troubleshooting related questions via Slack and Email
What Youll Bring: ( Requirements & Skillset)
- 2+ years experience in a customer-facing technical support role supporting SaaS products and hands-on experience using SQL for troubleshooting or supporting products utilizing SQL backend
- Comfortable working India night shifts, weekends, and holidays (Compensatory days off)
- Comfortable interacting with customers in multiple geographies like the US, UK, Europe, and Australia
- You should be very comfortable navigating data in SQL and working with front-end technologies like CSS, JavaScript, Python, and/or R
- Track record of managing complex technical customer escalations, including customer and internal stakeholder communication
- You have a proven ability to multi-task since you could be managing one or more customer escalations!
- Experience in driving bug resolution across Product and Engineering teams
- You should care deeply about helping customers and should be driven to make sure they have a great experience with our product and team
- Excellent communication skills and should be able to tailor complex technical conversations to technical and non-technical audiences.
- We will look to you to train, develop the technical skills of your team members and share best practices
- Alignment with
- Bonus:
- Experience in the data and analytics space
- Experience working in a technical support environment in the data and analytics space like Looker, Tableau, etc.
- Experience in Technical Consulting
Job tags
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