Technical Support Analyst I

1 month ago

Boston, United States Bullhorn Full time

Bullhorn is the global leader in software for the staffing industry. After more than 20 years, more than 10,000 companies rely on Bullhorn’s cloud-based platform to power their staffing processes from start to finish. Led by the original co-founder, partnered with venture capital, 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.

Bullhorn is the global leader in software for the staffing industry. After more than 20 years, more than 10,000 companies rely on Bullhorn’s cloud-based platform to power their staffing processes from start to finish. Led by the original co-founder, partnered with venture capital, 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

As a Technical Support Analyst , you are on the front lines, helping our customers resolve technical issues with our software products. You are their first point of contact and their trusted advisor for empathy, understanding, and quick, quality technical support. It is your job to strive for a first-call resolution to troubleshoot any errors and get our customers back up and running so they can use our software to complete their work. Alongside resolving issues quickly it’s important we document the knowledge from the ticket so team members and customers can benefit.

The support team plays an important role in supporting the customer’s journey. They are the product gurus and the first point of contact for Bullhorn’s customer issues, inquiries, questions, and praise. Focused on providing an incredible customer experience by being available, resolving issues quickly, making recommendations on best practices, and building relationships through conversations. Giving their frontline position, support absorb issues and identify resolutions which we capture, document, and redeploy to allow for quicker resolutions to incoming requests from other customers.

A typical day will include...

  • Answering Bullhorn customer phone calls or chat messages, asking questions, and gathering information to resolve issues quickly.

  • Researching a customer’s technical issue, using your software product knowledge to help correct a problem, or escalate to a Bullhorn technical resource.

  • Managing customer expectations regarding estimated response times for issue resolution.

  • Making regular outbound phone calls to customers to help them resolve their issues or reduce communication fatigue.

  • Creating articles and contributing to the knowledge base with every customer touch point.

This role is a fit for you if...

  • You are fluent in German.

  • You love people and have a proven track record of delivering incredible customer experiences through client/customer-facing interaction in a contact center environment. 

  • You are a quick learner who can confidently articulate software-related and technical concepts.

  • You can demonstrate critical thinking around problem resolution.

  • You can multi-task in a fast-paced environment.

Bonus Points for: 

  • 1-3 years experience in technical troubleshooting in a B2C or B2B environment.

  • 1+ years of experience in delivering software support .  

  • 1+ year of recent hands-on experience with relational databases .

  • Ability to touch type at 40WPM. 

  • Staffing and recruitment OR SaaS background.

  • Knowledge management writing experience.

What we offer...

  • Group Critical Illness, Group Income Protection, Group Life Assurance, Pension, Vision, EAP
  • Access to our Discounts and Wellbeing Portal
  • Optional from DAY ONE - Private Medical Coverage & Ride to Work Scheme
  • Unlimited Vacation
  • Full Access to LinkedIn Learning
  • Quarterly paid volunteer days
  • Lucrative Employee Referral Program (eligible for prior to your first day)
  • Career development opportunities up/across Bullhorn

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’re looking for real-life humans, each with their own unique set of thoughts, beliefs, cultures, identities, and a background and body that is completely individual. We also love humans who have taken less traditional paths of education and believe that experience and learning come in many forms. Together, all these unique individuals make Bullhorn stronger. If you’re reading this, you’re probably applying for/considering applying for a job with us, and we want you to know that Bullhorn is an equal opportunity employer. For us, that means we always have, and will always, strive to be as inclusive as possible in all aspects of employment and that we do not and will not tolerate discrimination of any kind.

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