Client Support Analyst
The Client Support Analyst provides support for basic incident resolution and requests made to the support desk from Herefish clients. They are the first point of contact for the client and are responsible for the initial assessment, triage, research, and resolution of basic incidents and requests.
Why this job is important:
As the first point-of-contact between Herefish and their clients, you are responsible for ensuring that they receive quality service support. 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 inquiries via Live Chat on Herefish knowledge related Items
- Escalating higher level questions to higher members of the support team
- Partners with the development, release management and professional services teams to manage customer inquiries and escalate through the proper channels, when appropriate.
- Facilitates meetings with clients to gather more information, investigate an issue, or train an end user
- Provides after hours and on-call support as needed including managing the after hours critical hotline support during designated times
- Contribute to the Herefish Knowledge Base by writing Help Articles
This job might be for you if:
- You pride yourself on your ability to provide an incredible customer experience
- You are able to multitask in a fast paced environment
- You have strong analytical skills, problem-solving and organizational skills
- You have strong attention to detail
- 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:
- Previous experience in the staffing/recruitment industry
- Familiarity in a technical support role
Strong culture makes Bullhorn a great place to work! Our offices offer a casual, collaborative environment with weekly catered-in lunch and breakfast, and "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.
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