- Assist customers in solving problems related to product features, usability, technical issues, and product performance, including participation in all aspects of pre-sale, customer onboarding/development, diagnosing/resolving technical issues, and escalation support
- Develop processes around Zendesk and other tools to deliver world-class customer support
- Work closely with engineering to translate customer feedback into potential fixes/enhancements
- Achieve team targets for response times, service level, and customer satisfaction, as established by the Manager Customer Support
- Collaborate with team members across Technical Services, Customer Success, Product, Marketing, and Engineering as needed to resolve issues and deliver great customer experiences
- Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing feedback with relevant stakeholders including your Manager, the Product Team, Technical Services, and Customer Success
- Maintain and create detailed documentation through logging of support cases, email, and knowledge base articles for the customer and internal use
- Work on projects that provide value to the department, Eightfold.ai, and the Self-Serve and Employer customer bases
- Bachelor’s Degree, or equivalent work experience
- At least 1+ years of experience in a technical support role with strong troubleshooting and problem-solving skills
- Working knowledge of the components in a web applications stack.
- Working knowledge of backend server APIs
- Proficiency with relational databases and SQL
- Strong customer focus and ability to deliver great customer experiences
- A track record of meeting and exceeding KPIs and working well in team-based settings
- Outstanding written and verbal communication skills
- High personal productivity and excellent time management
- Experience in a B2B supporting an Enterprise or SaaS-based application experience preferred
- Familiarity with applicant tracking systems, human resources, recruiting, employer branding, and the online recruitment advertising space
- Familiarity with at least one programming language
0 applies
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