Technical Support Analyst at Bullhorn

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As a remote Technical Support Analyst you’re a Bullhorn product guru and the first point of contact for Bullhorn’s customer issues and questions. You’ll provide an incredible customer experience by uncovering, assessing and resolving customer needs.

Our six week paid comprehensive training program will teach you the ins and outs of Bullhorn software, consisting of instructor-led four-week classroom training, followed by an additional two weeks of on the job training. Upon completion, you will have the skills and knowledge to tackle the dynamic needs of Bullhorn customers as a Technical Support Analyst.

Our next training class is October 5th. 

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.

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 have the ability to learn and articulate software-related and technical concepts

  • You love people, and have a proven track record of delivering incredible customer experiences

  • Bonus points for 1+ year work experience in delivering software support or 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

Technical Support Analyst Details:

  • You are expected to attend 100% of our 6-week training program if hired; no exceptions. We don’t want you to miss out on material that will be crucial to your success! If you are unavailable for our October 5th training class, please apply at a later date.

  • This position is classified as hourly/non-exempt. The standard hourly rate is $16.34 and there is an opportunity to work overtime hours as well as earn quarterly bonuses based on your performance metrics.

  • We require hard-wired internet connection with minimum speeds of 5 up / 5 down for this position. You will be asked to conduct an internet speed test later in the process.

  • This position will be in the Eastern or Central Time Zone. 

Essential Job Functions 

  • Ability to conduct phone conversations within a highly technical environment up to 6 hours per day

  • Ability to read and comprehend complex technical material

  • Ability to remain seated or relatively sedentary for long periods of time

  • Reference various resource materials while simultaneously interacting with customers on the phone

  • Mandatory attendance throughout the 6 weeks training period

  • Consistent attendance and punctuality in line with the expectations of a contact center environment

  • Comfortable being sedentary while on the phone with breaks every 3-4 hours 

  • Possess positive, professional interpersonal skills

  • Ability to perform a broad variety of duties and responsibilities with accuracy and speed and successfully meet time-sensitive deadlines

  • Ability to consistently achieve the established performance metrics for the role 

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • SqlLanguages
    • TypescriptLanguages
    • LuceneLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • HibernateFrameworks
    • TomcatFrameworks
    • GitFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • RedisDatabases
    • SolrDatabases

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.
Friends outside of work
Eat lunch together
Intracompany committees
Allies | To acknowledge, educate, and celebrate diversity in culture, race, gender, and sexual orientation; Herd | For women and allies to share ideas and brainstorm solutions in a judgement free zon
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/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.
Unconscious bias training
Diversity Employee Resource Groups
Allies | An umbrella Employee Resource Group; HERd | An ERG for women and gender minorities; [email protected] | 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 Benefits
Our dental benefits plan covers 80% of expenses after deductible.
Vision Benefits
Our vision benefits plan includes a $20 co-pay for annual eye exams with $0 co-pay for glasses and contact lenses.
Health Insurance Benefits
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
Onsite Gym
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.
Retirement & Stock Options Benefits
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
Match charitable contributions
Bullhorn partners with Pledge 1% to offer a portion of our success back to our local communities.
Child Care & Parental Leave Benefits
Child Care 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.
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.
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.
Perks & Discounts
Casual Dress
Commuter Benefits
Bullhorn offers commuter benefits as an FSA, with a contribution of up to $260 per month.
Company Outings
Bullhorn hosts company outings Monthly.
Free Daily Meals
We provide free breakfast on Friday. Employees get free lunch on Wednesday.
Game Room
Bullhorn has a Jam Room for musicians to use at any time.
Stocked Kitchen
Bullhorn has a fully stocked kitchen including coffee, tea, fruit and cereal
Some Meals Provided
We provide free breakfast on Friday. Employees get free lunch on Wednesday.
Happy Hours
Happy hours are hosted once per month on "First Thursday."
Parking
We offer employees a parking subsidy through an FSA
Recreational Clubs
We encourage Bullhorn employees to form recreational clubs.
Fitness Subsidies
Fitness subsidies are available through the health insurance plan.
Professional Development Benefits
Job Training & Conferences
Bullhorn offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Bullhorn hosts regular lunch and learn meetings.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes Cross-department 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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