Product Support Analyst
Job Description
REQUIREMENTS
- You love interacting with people and have a proven track record of delivering incredible customer experiences through client/customer-facing interaction
- You are a quick learner who can confidently articulate software-related and technical concepts.
- You can demonstrate deep caring and critical thinking around problem resolution
- You have 1-3 years’ experience in technical troubleshooting in a B2C or B2B environment
- You have 1+ year of experience in delivering software support
- You have 1+ year of recent hands-on experience with relational databases (SQL Server)
RESPONSIBILITIES
- Answering our client’s incoming 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
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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