Technical Support Specialist

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 and all new physicians throughout the US annually. As we expand beyond GME into broader physician recruitment, our unique dataset—spanning the full profiles of residency/fellowship applicants and programs—positions us to revolutionize hiring in healthcare through AI/ML and data-driven insights. This furthers our mission to ensure the right doctor ends up at the right hospital to treat the right patients. Role Description As a Thalamus Technical Support Specialist, you'll ensure customer success and Raving Fans level satisfaction by providing efficient and effective technical support. Reporting to the Sr. Manager, Customer Support, you’ll drive these outcomes by troubleshooting complex issues, logging detailed bug reports, collaborating with various teams to improve solutions, and contributing to self-service resources. Your success metrics will include customer satisfaction and handle time. You will....

• Uphold our Thalamus ethos of creating "Raving Fans" experiences, exceeding customer expectations through highly empathetic and expert-level support for Tier 3 tickets.
• Hit target ticket handling SLAs by acting as a Thalamus product expert to appropriately handle all Tier 3 issues in Zendesk, participating in customer calls where live assistance is required to drive an expedient resolution.
• Leverage your deep product expertise and technical troubleshooting skills to document and escalate verified product bugs, driving quick and effective bug resolution in collaboration with Product and Engineering teams.
• Act as the Voice of the Customer by aggregating customer feedback and product enhancement requests to improve ease of use and ensure our product meets the needs of our customers, minimizing support tickets.
• Document and maintain self-service help resources in our Knowledge Base and use data and customer feedback to improve its efficacy in ticket deflection.
• Participate in a 24/7 on-call program.

You should have…

• Experience as a technical or customer support representative for a SaaS product.
• A strong technical aptitude and ability to pick up new technology quickly.
• Level 2/3 ticket handling customer support experience.
• High-level critical thinking proficiency.
• Excellent written and verbal communication.
• An ability to thrive in a fast-paced and often self-directed environment.
• An ability to collaborate and work autonomously in a remote environment.
• A strong sense of empathy and orientation toward delivering customers a “Raving Fans” level of delight.
• Ability to work in either the Eastern or Central time zone(s), as early as 7am EST.

Bonus

• SaaS startup experience.

The salary for this position is $70k-90k and a grant of stock options. Final compensation will be determined based on experience, skills, and geographic location. Our Commitment ... Thalamus is a mission-driven organization centered on the belief that our company should model what we want of the US healthcare system, that the diversity of providers aligns with patient populations. We believe this is best achieved by building a team with a diversity of backgrounds, cultures, and experiences, including “distance traveled.” Thalamus is an equal opportunity employer. We do not discriminate based upon race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation, and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age, sexual orientation, Civil Air Patrol status, military and veteran status, and any other consideration protected by federal, state, or local law. We encourage those who really want to make an impact and who exemplify our core values to apply for our open positions. Actual base salary offered will be determined by: experience, skills, and work location. This range is for base salary, our total compensation includes equity and benefits. We welcome you to apply even if your expectations are outside our listed range. Thalamus is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures and throughout employment. If you need assistance or any accommodation, please let us know. Thalamus does not accept unsolicited resumes from recruiters or employment agencies without a fully executed recruitment agreement in place. In the absence of such agreement, Thalamus reserves the right to pursue and hire any candidates without an obligation to pay fees. Agencies are requested not to contact Thalamus hiring managers or employees regarding recruiting services.

• This position is based in the United States, and you must be legally authorized to work in the United States.