Bullhorn is looking to solve the problem of providing an incredible customer experience by ensuring customers can quickly resolve technical challenges with their software products, minimizing business impact and maintaining high product quality.
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
- You are a quick learner who can confidently articulate software-related and technical concepts.
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
Other
- Reporting to a Manager of Product Support
- Fully Remote
- Multiple positions available
- 40 hrs per week
- You love interacting with people and have a proven track record of delivering incredible customer experiences through client/customer-facing interaction
