Client Support Analyst, Herefish

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The Client Support Analyst provides support for incident resolution and requests made to the support desk from Herefish clients and SI Partners. They are the first point of contact for the client and are responsible for the initial assessment, triage, research, and resolution of incidents and requests. 

Why this job is important: 

As the first point-of-contact between Herefish by Bullhorn and their clients, you are responsible for ensuring that they receive quality service support and find success through the use of our platform. The Client Support Analyst creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

As a Client Support Analyst for our Herefish product, a typical day might include:

  • Responding to Herefish by Bullhorn related inquiries via Live Chat, Email, and/or video call
  • Owning customer issues and requests from initial report to resolution, collaborating cross-functionally to fix the problem, and communicating with customers regularly regarding issue status
  • Learning new ways to interact with the Herefish by Bullhorn product to effectively present the best ticket resolution 
  • Escalating complex issues to senior members of the support team, as needed
  • Partnering with the development, release management, and professional services teams to manage customer inquiries and escalate through the proper channels, when appropriate
  • Facilitating scheduled and/or ad hoc Zoom meetings with clients to gather more information, investigate an issue, or train an end-user on the Herefish by Bullhorn product
  • Providing after-hours and on-call support as needed through live chat or impromptu live support requests.
  • Contributing to the Herefish Knowledge Base by enhancing and creating Help Articles while adding new documentations to the internal and client-facing Herefish Knowledge Base
  • Handling technical requests related to integrations with external systems
     

This job might be for you if:

  • You have 2+ years of client/customer relations or customer success experience
  • You have at least 6 months of experience in the staffing/recruitment industry
  • You pride yourself on your ability to provide an incredible customer experience
  • You're relentless in your desire to learn new complex things
  • You are able to multitask in a fast-paced environment
  • You have strong analytical, critical thinking, problem-solving, and organizational skills
  • You have strong attention to detail
  • You can hold your own with technical troubleshooting
  • You have excellent communication and interpersonal skills, including demonstrating and employing active listening skills
  • You are comfortable raising your hand to ask your colleagues for help

Bonus points for:

  • Familiarity in a technical support role
  • Experience in a Customer Success related role
     

Strong culture makes Bullhorn a great place to work!. Bullhorn offers unlimited vacation, quarterly paid volunteer days through its philanthropic group Bullhorn Cares, and an open invitation to Bullhorn Allies groups, which celebrate and cultivate diversity and inclusion for all employees.

You might be a fit for Bullhorn if:

  • You are energetic and enjoy working in a fast-paced environment
  • You are confident and love sharing success with your team
  • You take ownership of your work and continuously strive for improvement
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Technology we use

  • Engineering
  • People Operations
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • LuceneLibraries
    • AngularFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • HibernateFrameworks
    • TomcatFrameworks
    • GitFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • RedisDatabases
    • SolrDatabases
    • SlackCollaboration
    • ZoomCollaboration
    • Monday.comProject Management

Location

Bullhorn's HQ is located in the Financial District in downtown Boston near South Station and within walking distance to a variety of lunch hot spots.

What are Bullhorn Perks + Benefits

Bullhorn Benefits Overview

Strong culture makes Bullhorn a great place to work! Our offices offer a casual, collaborative environment with weekly catered-in meals and monthly "First Thursday" social events. Bullhorn offers unlimited vacation, quarterly paid volunteer days through its philanthropic group Bullhorn Cares, and an open invitation to Bullhorn Allies groups, which celebrate and cultivate diversity and inclusion for all employees.

Culture
Volunteer in local community
Bullhorn Cares is employee-led and organizes regular volunteering and fundraising events, both company-wide and local, to give back to our communities. We also offer 1 volunteer day per quarter.
Partners with nonprofits
Bullhorn partners with Career Collaborative to close the opportunity gap and Pledge 1% to offer a portion of our success to our local communities.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Flexible schedules for Bullhorn employees are at the discretion of each employee's manager.
Remote work program
Our remote work program includes work from home or remotely on occasion as needed.
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
With an emphasis on diversity in our recruitment and team-building efforts, Bullhorn is proud to support leaders from all cultures, races, genders, sexual orientations, and backgrounds.
Mandated unconscious bias training
Diversity employee resource groups
Allies | An umbrella Employee Resource Group; HERd | An ERG for women and gender minorities; BLK@BH | An ERG for Black employees; Pride | An ERG for LGBTQIA+ employees
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Bullhorn employees can contribute up to $2,750 annually to their FSA.
Disability insurance
Disability insurance covers 60% of annual salary up to $2,500 weekly maximum payout.
Dental insurance
Our dental benefits plan covers 80% of expenses after deductible.
Vision insurance
Our vision benefits plan includes a $20 co-pay for annual eye exams with $0 co-pay for glasses and contact lenses.
Health insurance
Our best-in-class health insurance policy through BBA (a Blue Cross Blue Shield company) covers up to $4,000 of out of pocket expenses.
Life insurance
Life insurance is equal to 5 times an employee's annual salary up to $500,000.
Wellness programs
Team workouts
Bullhorn's team fitness initiatives include In-office yoga.
Mental health benefits
Bullhorn offered a Mental Health Day to all global employees this summer. We also have mental health coverage included in our Medical plans and Employee Assistance Program.
Financial & Retirement
401(K)
401(K) matching
Bullhorn will match 50% of employee contributions to their 401k plans up to 6% of all eligible earnings.
Performance bonus
Charitable contribution matching
Bullhorn partners with Pledge 1% to offer a portion of our success back to our local communities.
Child Care & Parental Leave Benefits
Childcare benefits
Bullhorn offers an Employee Assistance Program that includes child care and elder care referrals. Child care could be covered through your FSA with Bullhorn.
Generous parental leave
Bullhorn provides up to 4 months of parental leave for the primary caretaker and 2 weeks of parental leave for the secondary caretaker of new infants.
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Bullhorn hosts Bring Your Kid to Work Day each year.
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Bullhorn has an unlimited vacation policy for all employees globally.
Paid volunteer time
Our employees receive 1 day per quarter of paid volunteer time.
Paid holidays
Paid sick days
Employees receive paid sick leave.
Office Perks
Commuter benefits
Bullhorn offers commuter benefits as an FSA, with a contribution of up to $260 per month.
Company-sponsored outings
Bullhorn hosts company outings Monthly.
Free daily meals
Free snacks and drinks
Bullhorn has a fully stocked kitchen including coffee, tea, fruit and cereal
Some meals provided
Company-sponsored happy hours
Happy hours are hosted once per month on "First Thursday."
Onsite office parking
We offer employees a parking subsidy through an FSA
Recreational clubs
We encourage Bullhorn employees to form recreational clubs.
Fitness stipend
Fitness subsidies are available through the health insurance plan.
Onsite gym
Professional Development Benefits
Job training & conferences
Bullhorn offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and learns
Bullhorn hosts regular lunch and learn meetings.
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Bullhorn's benefits start on Day 1 of your employment. There is no vesting period for medical, dental, vision, 401k, or other benefits. We also offer a paid employee referral program, relaxed environment with casual dress, and internal promotions/moves.

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