Technical Support Specialist

Thrive has taken the learning technologies industry by storm with our all-in-one learning and skills platform that modern organisations recognise as an essential business tool that will ensure L&D teams get a seat at the table.

We make development, agile, social and learner led by recognising the needs of each learner and creating a consumer grade experience.

This is the perfect time to join us if you want to carve out a role with amazing future opportunities as we continue to expand our reach globally. And we’ve got all the tools you need for you to shape and grow this opportunity so what are you waiting for?

What you'll do

If you're interested in joining us as a Technical Support Specialist, have industry (L&D or learning technologies) experience, high energy and are excited about our focus on delighting, retaining and growing customers, then we'd love to hear from you!

You will work to support our ever-growing client base alongside global teammates providing 2nd and 3rd line technical support for the Thrive Learning and Skills platform. We’re looking for someone who:

• Likes to learn as much as they teach.

• Chooses empathy as often as possible when dealing with others.

• Gets a little (or large) serotonin hit from solving a mystery.

• Wants to take their technical skills to the next level.

• Takes pride in running with the ball when they ask for it.

Key Responsibilities:

Manage, prioritise, and resolve technical support issues from a range of channels, answering customer questions and working with the THRIVE team to implement solutions wherever needed.

Work to Thrive's SLA to ensure timely turnaround for concerns or questions.
Answer product questions about Thrive and provide expert advice on site configuration, functionality, and our platform’s different use cases.

Identify interim solutions to minimise disruption where a quick fix is not possible.

Manage the tickets through our ticketing system, ensuring transparency to empower clients with their tickets' progress.

Proactively partner with the Customer Success team to provide visibility to experiences, feedback, concerns and opportunities to ensure a seamless customer experience.

Collaborate with our infrastructure and engineering teams.

Assist with internal IT handling to keep the company's systems running smoothly.

What you bring

• 2 Years experience working in Technical Customer Support.

• Strong problem-solving instincts.

• Exceptional communication and prioritisation skills, with a customer-first mindset and a collaborative approach.

• Comfortable working with remote colleagues and management.

• A solid team ethos and an enthusiastic approach to customer success.

• Experience in Enterprise level support or Escalation Management.

• Excellent attention to detail and a willingness to dig into support requests to fully understand the impact to experience and think through comprehensive solutions.

• (Highly desirable) Experience supporting a learning platform or e-learning solutions (LMS, LXP, SCORM Content).

• Experience working with REST APIs and debugging in-browser network requests.

• Experience working with identity provider integrations desirable (SSO, Active Directory).

• Experience working with a SaaS hosted solution.

• Experience with Javascript, Amazon Web Services, Mongo DB, CSS, and XML

• Experience working with Support Desk software (Zendesk).

What you'll get

💲Competitive salary
🕒Flexible working hours
🎂Birthday off
🩺Health cash plan
🌴Unlimited Holiday. Yes you did hear that right!
🌍Work from anywhere (4 weeks a year)
🍺Thrivedays! 10-3 Fridays
🎄Shutdown over Christmas & New Year!
⛷️Company trip

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