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Product Support Analyst

3 months ago

Remote, Oregon, United States Bullhorn Full time

For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. Led by the original co-founder, partnered with private equity, and powered by seasoned leaders across a global workforce with an eye toward innovation, Bullhorn has had year over year growth, making it the market leader in the recruitment software space while allowing for new opportunities for over 29% of our employees to advance their careers in the past 12 months.

We are a remote-first organization and over 38% of our employees reside outside the United States. Headquartered in Boston, we also have offices in London, Brighton, Rotterdam, Frankfurt and Sydney (just in case you're in the area to stop by). Whether you're local or remote, our vision is to ensure every employee has a sense of belonging, a voice that is heard, and a clear path for success. Your incredible experience as an employee will consist of flexible work hours to ensure a positive work-life balance and use Zoom, Slack, and other tools to stay connected.

About the role

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.

Whether you are experienced in customer support looking to step into technical for the first time, or you're a seasoned tech support analyst - we have an opportunity for you

A typical day will include...

  • 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

This role is a fit for you if...

  • 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

Bonus Points for:

  • 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)

What we offer...

  • 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

Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.

We are a people-first culture where everyone's contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.