Customer Support Analyst Job at ThoughtSpot

ThoughtSpot is hiring for the role of Customer Support Analyst!

Responsibilities Of Candidate: 

• 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

Requirements: 

• 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