Technical Support Representative 2 at Thryv in

About the Position

At Thryv, we are a team that lives by teamwork. However, it’s not the work that drives us, it’s the respect, trust, and care for each other that defines us as a team. We’re a diverse community of trendsetters who do our best work in a fun, relaxed environment. Technology never stops evolving and neither do we. We’re always looking for the best and brightest team players to join us.

This role is responsible for providing precise and efficient solutions through personalized conversations and with technical expertise to each small business owner. We don’t use scripts, but we do work to create a branded customer experience and utilize strict metrics to make sure we are providing the best support possible.

Responsibilities

· Handles inbound calls or chats from customers with the intent of answering questions, teaching best practices, or troubleshooting issues.

· Creates delightful customer relationships which include consistent follow-through, setting proper expectations, and advocating for client issues within internal departments. A successful candidate in this role will have earned a score of 4.7 or greater from customer surveys.

· Provides step-by-step instructions, guidance, or demonstrations to help users solve their technical problems.

· Maintains detailed records of technical issues, solutions provided, and customer interactions.

· Escalates complex or unresolved issues to higher-level support or appropriate departments for further investigation and resolution.

· Keeps updated with the latest technologies products, and troubleshooting methods to provide effective technical support.

· Actively participates and contributes to a growing knowledge network to improve our effectiveness as a team and improve the resources available to our customers.

Who We’re Looking For

· Associate’s Degree (or international equivalent), or equivalent experience, required.

· Up to 2 years of related experience, required.

· Previous call-center experience, preferred.

· Knowledge of CRM software, operating systems (Windows, macOS), networking concepts, and basic understanding of API.

· Demonstrates technical aptitude or experience in a technical role.

· Customer service skills with the ability to multi-task multiple responsibilities.

· Ability to travel less than 5% of the time.

· Must be 18 years of age or older.

· Must successfully complete pre-employment screening process, as required.

· Must successfully complete any required training or orientation courses, as needed.

What We Offer

Life requires balance. So we provide benefits around health and wellness, continued education, and work/life balance to help you live your best life when you’re working…and when you’re not.

· Medical, dental, and vision plans, plus a wellness program with added incentives

· 401(k) savings plan with company match and employee stock purchase plan

· Continuing education benefits with tuition assistance programs

· Paid time off including holidays, vacation, sick, personal, and winter close

Who We Are

At Thryv, we’re a team fiercely devoted to the success of local businesses. We’ve been around for over 100 years, always with one goal in mind — helping small businesses compete, win and succeed. We provide the technology, software and local business automation tools small business owners need to better manage their time, communicate with clients, and get paid, so they can take control of their business and be more successful.

We support businesses across the U.S. and we have team members all around the country (even internationally). In fact, we’re a work-from-anywhere company, because that’s how we get work done.

Culture is vital at Thryv because it shapes our identity and, therefore, our measurements for growth. We have an identified set of values that hold all of us accountable paving the way for our company success and our legacy. All of this helps us deliver results for our clients and creates success for our employees. At Thryv, making a positive impact within our team and in our local community is the reason we get out of bed every morning.

Thryv Core Values:

· Client Devoted – Be humble with a servant mentality. Understand the uniqueness of each interaction while being flexible, knowledgeable, and genuine.

· Under Promise, Over Deliver – Deliver expectations and exceed them, have accountability, listen and understand the ask.

· Act Like You Own the Place – Taking ownership and accountability in your day-to-day decisions empowers you to act like you own the place.

· Invest in our People – Hire people that are aligned with Thryv’s core values. Provide learning opportunities to enable all of us to adapt, belong, and create a lifelong career.

· DONE3 – Define what you say (Done), Do what you say (Done), Follow up and ensure completion (Done).

· Making $$ is a Byproduct of Helping People – Always be devoted to people, act with integrity.

· Think Long Term, Act with Passion & Integrity – Focus on making every interaction exceptional. Bring enthusiasm and devotion to every act. This includes doing the right thing, even when no one is looking. Think five years out or think for the long play.

Find out more at corporate.thryv.com/careers/

Belonging at Thryv

We believe in a work environment where all individuals are treated fairly and respectfully, have equal access to opportunities and resources, and can contribute fully to the organization’s success. We want our employees to feel a part of something big and we encourage the sharing of ideas and collaboration across the organization.

We strive to ensure our work environment reflects diversity, fairness and meritocracy. We believe all employees should have the opportunity to perform effectively in their position. We value every employee and the authenticity they bring to their role and to the organization. As a result, our employee policies and internal practices focus on ability and merit as the standards for success.

Requisition Detail and Process

This information indicates the general nature and level of work performed by employees in this job. It is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.

The final job level offered may vary based on the applicant’s competencies and qualifications such as experience and education, and other job-related reasons.

Our Commitment to Equal Opportunity

Thryv is proud to provide equal employment opportunities to all employees and applicants, without regard to gender, color, race, religion, sexual orientation, national origin, citizenship, age, disability, veteran status, pregnancy, genetic information, or any characteristic protected by law. Thryv is committed to provide equal employment opportunities throughout the employment relationship including recruitment, hiring, discharge, compensation, benefits, discipline, development, and advancement or other aspects of employment.

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