Solution Center Associate

**Please Note...Interviews will be conducted in English and the position requires bi-lingual communication (English and Spanish). Please send a CV/resume in English.**

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.

The Solution Center Associate is an entry level position to support Business Advisors in the selling process by independently troubleshooting product (with a heavy emphasis on digital), processing, credit and system issues that can cause lost sales time, thereby increasing sales productivity. Acting as Tier 1 digital support for the business, they will independently research, troubleshoot and analyze reported escalated issues to identify resolution.

Responsibilities

• Supports and troubleshoots escalated SaaS, digital, and/or print products, process, and/or functional issues as first tier specialist. Analyzes and resolves system issues, billing and credit inquiries, product and pricing questions, assists with reports and dashboards, order entry for all print and digital products, call tracking and account prep.
• Provides a high level of support to Business Advisors and support teams who contact the Solution Center via call or email. Promotes client satisfaction to increase sales and grow revenue by troubleshooting and resolving obstacles to publishing orders successfully.
• Prepares training material and train both onshore and offshore teams on all aspects of the Solution Center role, including ongoing training as needed. Ensures team training and coaching is both timely and ongoing to support the changing needs of the business.
• Equips Business Advisors with the tools to help in the selling process. Helps process UTC's, claim rebuttals, facilitate Credit issues, and sales assignment issues.

Who We're Looking For

• High school diploma/GED (or international equivalent), required.
• Bachelor's degree (or international equivalent), preferred.
• Up to 2 years of related experience, required.
• 2+ years of related experience, preferred. Including telephone sales experience. Including experience in customer service.
• Foundational industry knowledge with the ability to learn the company's systems, products, and policies.
• Interpersonal and communication skills, both verbal and written, with the ability to effectively convey ideas and solutions.
• Customer service skills with the ability to provide solutions in a helpful and pleasant manner, making it as easy as possible on sales and external clients.
• Organization and time management skills with the ability to prioritize, resolve issues, and provide follow-up until final resolution.
• Ability to think creatively and innovatively to help solve problems using.
• Ability to work independently, multi-task, and function well within a virtual team environment, remaining productive in stressful situations.
• Must be 18 years of age or older.
• Must successfully complete the 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
• Others

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 who 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.

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 providing equal employment opportunities throughout the employment relationship including recruitment, hiring, discharge, compensation, benefits, discipline, development, and advancement or other aspects of employment.