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Customer Support Analyst - Expert Technical Support for Mode & ThoughtSpot Cloud Analytics Products (Remote)
Join the Revolution in Cloud Analytics: ThoughtSpot is Changing the Game
At ThoughtSpot, we're on a mission to create a more fact-driven world through simple, yet powerful technology. Our innovative search and AI-driven analytics products empower business users to quickly get answers to their data questions, while our recent acquisition of Mode has further accelerated our capabilities in advanced analytics and data visualization. As a Customer Support Analyst, you'll be at the forefront of delivering exceptional customer experiences, troubleshooting complex technical issues, and collaborating with cross-functional teams to drive product improvement.About Our Team: Support Analysts Who Make a Difference
Our support team is more than just a troubleshooting unit - we're a group of customer champions who help analysts and data scientists successfully use Mode and ThoughtSpot. We pride ourselves on finding solutions to unconventional requests and providing the support and resources needed to make an impact. As a Support Analyst, you'll be the first point of contact for our customers, setting the tone for their overall support experience.Key Responsibilities: Be the Voice of the Customer
- Become a ThoughtSpot & Mode expert, providing Level 1 Support to customers via Virtual Meetings, Chat, and Email, ensuring timely and effective resolution of their queries.
- Represent the customer voice in cross-functional Bug prioritization meetings with product, engineering, and design teams, ensuring that customer concerns are heard and addressed.
- Troubleshoot complex technical customer issues via Phone, E-Mail, Chat, and Virtual meetings, utilizing your technical expertise and problem-solving skills.
- Contribute to Mode Help Site documentation and the Knowledgebase, creating high-quality content that empowers customers to self-serve and reduces support queries.
- Partner with Engineering and Product teams on strategic initiatives focused on customer experience and product improvement, driving data-driven decision-making.
- Provide support to internal Mode employees by answering product/troubleshooting related questions via Slack and Email, ensuring seamless collaboration and knowledge sharing.
Essential Qualifications: The Skills and Expertise We Need
To succeed in this role, you'll need:- 2+ years of experience in a customer-facing technical support role supporting SaaS products, with hands-on experience using SQL for troubleshooting or supporting products utilizing SQL backend.
- Comfort with working India night shifts, weekends, and holidays (with compensatory days off), as we operate across multiple geographies.
- Excellent communication skills, with the ability to tailor complex technical conversations to technical and non-technical audiences.
- Strong technical skills, including proficiency in SQL, front-end technologies like CSS, JavaScript, Python, and/or R, and experience with data analytics tools.
- A track record of managing complex technical customer escalations, including customer and internal stakeholder communication.
- Experience in driving bug resolution across Product and Engineering teams, with a customer-centric approach.
- Alignment with ThoughtSpot's company values, including a passion for delivering exceptional customer experiences and a commitment to continuous learning.
Preferred Qualifications: Nice to Have, But Not Essential
While not mandatory, the following skills and experiences will give you a competitive edge:- Experience in the data and analytics space, with a deep understanding of the industry and its challenges.
- Experience working in a technical support environment in the data and analytics space, with tools like Looker, Tableau, etc.
- Technical Consulting experience, with a proven ability to analyze complex technical issues and develop effective solutions.
What You'll Gain: Career Growth and Learning Opportunities
As a Customer Support Analyst at ThoughtSpot, you'll have access to:- Ongoing training and development opportunities, enhancing your technical skills and knowledge of Mode and ThoughtSpot products.
- Career growth opportunities, with a clear path for advancement within the support team or into other roles within the company.
- Collaboration with cross-functional teams, including Product, Engineering, and Design, to drive product improvement and customer experience.
- A culture of continuous learning, with a focus on staying up-to-date with the latest industry trends and technologies.
