Technical Support Associate

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 focused on helping users get the most out of our SaaS platform. This position focuses on diagnosing and resolving product-related issues, guiding users through best practices, and ensuring a smooth and positive experience with our software. Ideal candidates are technically curious, strong communicators, and enjoy solving problems in a fast-paced, collaborative environment. Responsibilities Responds to inbound chats, calls, or tickets from users seeking help with product functionality, account configuration, or troubleshooting application issues. Develops strong user relationships by providing clear communication, setting accurate expectations, and ensuring timely resolution of issues. Measured by customer satisfaction surveys. Guides users through step-by-step solutions, demonstrations, or best practices to help them get the most value out of the software. Accurately documents technical findings, troubleshooting steps, and outcomes in the support system to maintain complete visibility and team alignment. Identifies and escalates complex or unresolved issues to higher-level support or appropriate departments for further investigation and resolution. Keeps up to date on new product features, troubleshooting methods, company updates, and integrations 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 2+ years of related experience, preferred. Previous call-center experience, preferred Familiarity with SaaS platforms, CRM and ticketing tools, operating systems (Windows, macOS), networking concepts, and basic understanding of API. Strong analytical and troubleshooting skills, with the ability to break down and resolve user-reported software issues. Customer service skills with the ability to communicate technical or procedural information clearly and patiently to users of varying technical ability. 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. Law benefits Private medical insurance covered by us Remote work Life insurance Education subsidy Electricity & Internet subsidy Flexible extra time off Paid time off during winter International discounts Internal programs 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.