Product Support Analyst
Yesterday
Description
• Answering incoming Bullhorn customer tickets via phone, email, and/or chat, asking questions and gathering information to quickly resolve issues • Partnering with the customer to quickly identify challenges and technical issues, understanding the impact to their business • Using your software product knowledge (along with empathy for our customers) to help fix important issues quickly while also helping prevent recurring issues in the future • Being a critical thinker and using independent judgment when required to solve challenging or new problems that arise • If unable to fix the issue yourself, connecting the customer to the right experts via defined escalation paths • Communicating with customers proactively (mostly by phone) to update them on progress and do things when you say you’re going to do it • Share your knowledge gained from troubleshooting issues by contributing to the global Bullhorn knowledge management system through flagging, editing, creating, and reusing articles • Adhering to key customer and team focused metrics to maintain high standards in performance
Requirements
• 1-3 years’ experience in technical troubleshooting in a B2C or B2B environment • 1+ year of experience in delivering software support • 1+ year of recent hands-on experience with relational databases (SQL Server)
Benefits
• Group Critical Illness • Group Income Protection • Group Life Assurance • Pension • Vision • EAP • Access to our Discounts and Wellbeing Portal • Optional from DAY ONE - Private Medical Coverage & Ride to Work Scheme • Unlimited Vacation • Quarterly paid volunteer days • Lucrative Employee Referral Program (eligible for prior to your first day) • Career development opportunities up/across Bullhorn
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