Why join Thynk?
Founded by a team of experienced SaaS founders and hospitality executives, Thynk is on a mission to revolutionize the 2T$ hospitality industry and become a new vertical SaaS giant, following the footsteps of Veeva and nCino. Our ambition is fuelled by a fantastic product built on top of the Salesforce platform and a spot on time to market.
We just raised a 13M$ (undisclosed) Series A from high-profile VCs (NY+EU) to scale our operations and expand to the US. The role of the Head of Professional Services and Delivery is key at our stage to make sure we scale the right way, it is an opportunity to have a big impact on the company.
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Our customers are all over the world and so are we, with team members from 10 nationalities, based on 3 continents and 6 time zones - building a strong common culture while respecting the individual constraints of everyone in our remote-first environment.About the role
At Thynk we consider top-quality customer support to be vital to our customers' success. We practice what we preach and our top priority is making our customers successful.
As a Technical Support Specialist, you will join our strong customer support team responsible for the implementation and support of client-facing applications. You will support applications that are part of cloud-based Salesforce environments.
Key Responsibilities
Become a product expert to fully assist customers helping them realize value and driving user adoption
Quickly and accurately handle all levels of technical support communications, across multiple channels, precisely tracking all customer interactions via cases
Support end users questions and issues via various communication channels including email, phone, and portals
Determine root cause analysis of issues and help determine and implement solutions
Consistently work towards our goal of increasing our customers' satisfaction level (CSAT) and providing a support experience that will 'WOW' them
Conduct software testing to find solutions and report defects when needed
Learn and keep up with the latest improvements of the Thynk.Cloud application
Create and maintain internal and customer-facing technical support documentation and resources
Actively take part in and complete chosen and assigned tasks, goals and projects
Be a team player in a highly collaborative environment
About you
Requirements
Salesforce Certified Administrator certification
Minimum of 1+ years of technical customer support/account management experience
Strong technical troubleshooting skills, perseverance, and patience
Top-notch written and verbal skills-English
Exceptional organizational skills.
Preferred Qualifications
Any Salesforce certifications other than the Salesforce Certified Administrator
Knowledge of Apex is a plus
The ability to communicate clearly and professionally and empathize with all levels of users
The ability to effectively juggle priorities
The willingness and ability to "dive right in", self-learn, be effective, and make a difference
Our DNA
People-first - Every day, our team focuses on our customers, their problems and how we can help them think differently about innovation.
Listening is Learning - We focus on understanding the problem because that is where the real value is - the technology is just the vehicle to deliver change.
Agile Thinking - We think outside the box and disrupt the status quo by rethinking technology's role in solving problems in hospitality.
