Product Support Analyst
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Job Description
Product Support Analyst assisting Bullhorn customers with technical challenges and providing exceptional support. Responsible for troubleshooting and ensuring customer satisfaction through effective communication and problem resolution.
Responsibilities:
- 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:
- 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 (Bonus Points)
- You have 1+ year of experience in delivering software support (Bonus Points)
- You have 1+ year of recent hands-on experience with relational databases (SQL Server), NOT A MANDATORY REQUIREMENT FOR THIS ROLE
Benefits:
- Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
- Unlimited Planned Paid Time Off
- Global Mental Health Support
- On-Demand Learning & Development
- Quarterly paid volunteer days
- Lucrative Employee Referral Program (eligible for prior to your first day)
- Company-wide mentor program
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