Product Support Analyst (Fixed Term Contract)

Bullhorn • Brockton, MA

55d

About The Position

Reporting to a Manager of Product Support, our Product Support Analysts are the core of what we do, which is creating and delivering an incredible customer experience! As a Product Support Analyst, you are on the front lines as our customers' first point of contact, responsible for understanding and empathizing with the technical challenges they’re facing and how these challenges impact their business. Supporting our 15+ product lines, it is your job to strive for first-call resolution, troubleshooting any errors and getting our customers back up and running so they can complete their work.

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

Nice To Haves

• 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 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees