Client Support Analyst, Herefish
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