Product Support Analyst (Fixed Term Contract)

Bullhorn is a company focused on creating an incredible customer experience through high-quality products and services. The Product Support Analyst will serve as the first point of contact for customers, responsible for understanding and resolving technical challenges while striving for first-call resolution.

What you'll do:

• 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

What they're looking for:

• Proven track record of delivering incredible customer experiences through client/customer facing interaction
• Ability to confidently articulate software-related and technical concepts
• Demonstrate deep caring and critical thinking around problem resolution
• 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)

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