Technical Support Analyst

For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. 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 29% of our employees to advance their careers in the past 12 months.

We are a remote-first organization and over 38% of our employees reside outside the United States. Headquartered in Boston, we also have offices in 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.

About the role

This is a 3-month temporary assignment with the option to be extended or go permanent at 90 days.

As a Technical Support Analyst, you are on the front lines, helping our customers resolve technical issues with our software products. You are their first point of contact and their trusted advisor for empathy, understanding, and quick, quality technical support. It is your job to strive for a 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. Alongside resolving issues quickly it’s important we document the knowledge from the ticket so team members and customers can benefit.

The support team plays an important role in supporting the customer’s journey. They are the product gurus and the first point of contact for Bullhorn’s customer issues, inquiries, questions, and praise. Focused on providing an incredible customer experience by being available, resolving issues quickly, making recommendations on best practices, and building relationships through conversations. Giving their frontline position, support absorb issues and identify resolutions which we capture, document, and redeploy to allow for quicker resolutions to incoming requests from other customers.

Key Details:

• Fully Remote

• 40 hrs per week – Monday – Friday 09:00 to 18:00.

• Temporary 3 months assignment, at the end of which, there is a possibility for an extension and / or transition to a full-time role, depending on the business needs.

• Expected start date: 07/08/2024.

A typical day will include...

• Answering Bullhorn customer phone calls or chat messages, asking questions, and gathering information to resolve issues quickly.

• 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.

• Making regular outbound phone calls to customers to help them resolve their issues or reduce communication fatigue.

• Creating articles and contributing to the knowledge base with every customer touch point.

This role is a fit 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.

• You can multi-task in a fast-paced environment.

Bonus Points for: 

• 1-3 years experience in technical troubleshooting in a B2C or B2B environment.

• 1+ years of experience in delivering software support. 

• 1+ year of recent hands-on experience with relational databases.

• Ability to touch type at 40WPM. 

• Staffing and recruitment or SaaS background.

• Knowledge management writing experience.

What we offer...

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Unlimited Planned Paid Time Off
• Global Mental Health Support
• On-Demand Learning & Development
• Quarterly paid volunteer days
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Company-wide mentor program

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 are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.