Job Description
As a Product Support Specialist, you'll ensure customer success and Raving Fans-level satisfaction by providing efficient and effective product support. Reporting to the Product Manager, Customer Support, you’ll drive these outcomes by troubleshooting complex issues, logging detailed bug reports, collaborating with cross-functional teams, and contributing to a growing library of self-service resources.
You will uphold our Thalamus ethos of creating "Raving Fans" experiences by exceeding customer expectations through empathetic, knowledgeable support for complex issues that require deep product understanding or engineering team involvement, leverage your technical troubleshooting skills to document and escalate verified product bugs, working closely with Product and Engineering to ensure timely resolutions, identify recurring pain points, aggregating enhancement requests, and sharing actionable insights with product and design teams to influence roadmap prioritization and improve usability, and evolve our customer help resources by creating, improving, and maintaining a robust knowledge base.
About Thalamus
Thalamus is the market leader in graduate medical education recruitment technology, empowering over 8,000 residency and fellowship programs at 800+ health systems.