Note: The job is a remote job and is open to candidates in USA. Bullhorn is a company focused on creating an incredible customer experience through high-quality products and services. The Product Support Analyst role involves being the first point of contact for customers, troubleshooting technical issues, and striving for first-call resolution to ensure customer satisfaction.
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
Skills
- 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), NOT A MANDATORY REQUIREMENT FOR THIS ROLE
Benefits
- Quarterly target bonus
- A comprehensive benefits package
- 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
Company Overview
Company H1B Sponsorship