Product Support Analyst

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Bullhorn

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

👥 HR Tech

☁️ SaaS

🎯 Recruiter

💰 Private Equity Round on 2020-09

HR Tech • SaaS • Recruitment

Bullhorn is a leading provider of cloud-based software solutions specifically designed for the staffing and recruitment industry. Headquartered in Boston, Bullhorn offers a comprehensive platform that includes applicant tracking, CRM, and recruitment automation tools. The company focuses on enhancing productivity and efficiency for recruitment agencies by streamlining the recruitment lifecycle, from sourcing candidates to onboarding and invoicing. Bullhorn's offerings are enhanced with AI and analytics to provide actionable insights and improve decision-making processes for staffing firms. With over 20 years of experience and a global presence, Bullhorn is committed to empowering staffing agencies to scale their operations effectively and maintain competitive advantages in the market.

📋 Description

• 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

• 1-3 years’ experience in technical troubleshooting in a B2C or B2B environment • 1+ year of experience in delivering software support • 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