| Greater Boston Area | Remote
Bullhorn is the global leader in software for the staffing industry. After more than 20 years, more than 10,000 companies rely on Bullhorn’s cloud-based platform to power their staffing processes from start to finish. Led by the original co-founder, partnered with venture capital, and powered by seasoned leaders across a global workforce with an eye toward innovation, Bullhorn has had year over year growth, making it the market leader in the recruitment software space while allowing for new opportunities for over 35% of our employees to advance their careers in 2021.
We are a remote-first organization and over 30% of our employees reside outside the United States. Headquartered in Boston, we also have offices in St. Louis, London, Brighton, Rotterdam, Frankfurt and Sydney (just in case you’re in the area to stop by). Whether you’re local or remote, our vision is to ensure every employee has a sense of belonging, a voice that is heard, and a clear path for success. Your incredible experience as an employee will consist of flexible work hours to ensure a positive work-life balance and use Zoom, Slack, and other tools to stay connected.
Why this job is important:
Our core purpose at Bullhorn is to create and deliver an incredible customer experience. That starts with you! As a Technical Support Analyst, you are on the front lines, helping our customers resolve technical issues with our software products on a day-to-day basis. You are their first point of contact and their trusted advisor for quality technical support, empathy, and understanding. It is your job to strive for first-call resolution to troubleshoot any errors and get our customers back up and running so they can use our software to complete their work.
Reporting to a Manager of Technical Support, our Technical Support Analysts are the core of what we do, which is creating and delivering an incredible customer experience! As a Technical Support Analyst, you are on the front lines as our customers' first point of contact, responsible for understanding and empathizing with the technical challenges they’re facing and how these challenges impact their business. Supporting one of our 15+ product lines, it is your job to strive for first-call resolution, troubleshooting any errors and getting our customers back up and running so they can complete their work.
Whether you are experienced in call center customer support looking to step into technical for the first time, or you’re a seasoned tech support analyst - we have an opportunity for you! Also, what’s next? Bullhorn promoted/moved 35%+ of our staff in 2021 offering our team members the opportunity to learn and explore new career opportunities here at Bullhorn!
As a Technical Support Analyst, a typical day might include:
Answering incoming Bullhorn customer phone calls, asking questions and gathering information to quickly resolve issues.
Researching a customer’s technical issue, using your software product knowledge to help correct a problem, or escalate to a Bullhorn technical resource.
Managing customer expectations regarding estimated response times for issue resolution.
This might be the job for you if:
You love people and have a proven track record of delivering incredible customer experiences through client/customer facing interaction in a contact center environment.
You are a quick learner who can confidently articulate software-related and technical concepts.
You can demonstrate critical thinking around problem resolution
BONUS Points if..
You have 1-3 years’ experience in technical troubleshooting in a B2C or B2B environment
You have 1+ year of experience in delivering software support
You have 1+ year of recent hands-on experience with relational databases (SQL Server)
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
Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.
We’re looking for real-life humans, each with their own unique set of thoughts, beliefs, cultures, identities, and a background and body that is completely individual. We also love humans who have taken less traditional paths of education and believe that experience and learning come in many forms. Together, all these unique individuals make Bullhorn stronger. If you’re reading this, you’re probably applying for/considering applying for a job with us, and we want you to know that Bullhorn is an equal opportunity employer. For us, that means we always have, and will always, strive to be as inclusive as possible in all aspects of employment and that we do not and will not tolerate discrimination of any kind.
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