JazzHR is seeking a Senior Customer Support Specialist to join our team. Successful candidates are high-energy, dynamic communicators who can problem solve over the phone, through email, and via chat with ease. You will provide post-sales SaaS product support to JazzHR end-user customers. You will utilize your root cause analysis skills to diagnose & solve technical issues while working cross-functionally with engineering as needed. Senior Support team members provide timely solutions to customers in a professional manner and regularly handle customer ticket escalations from tier-two support.
What you'll be doing:
- Works as part of a high-performance support team to help optimize user experience within a SaaS environment while providing white-glove customer service
- Analyze customer technical issues to identify solutions, workarounds, or product bugs
- Serve as a resource for tier one and tier two team members for escalations and assist to resolve challenging cases
- Identify opportunities for improving processes and knowledge across the Support Team, taking the initiative to create documentation and communicate changes with the team
- Participate in unique cases and projects, working to better our relationships with high-priority customers
- Provide peer reviews for product bug ticket submissions from support to engineering
- Ensure compliance with standards, methodologies, and techniques
- Provide customer & colleague training via screen sharing to answer inquiries about JazzHR features and functionality
- Doling cases throughout the day in an equitable and thoughtful method
- Conduct assigned training for new team members
- Maintain customer loyalty by communicating with empathy, integrity, and accountability
- Assist with other key projects as needed
What you'll bring:
- 3+ years’ experience in a SaaS B2B Support role
- 2+ years’ experience troubleshooting API errors, integration bugs, and other complex technical issues
- Deep technical knowledge and technical support with a strong customer focus
- Ability to quickly learn the JazzHR platform and effectively troubleshoot customer problems
- Proven ability to turn around escalated customer situations, bringing in other teams as needed
- Ability to empathize with customers and convey confidence
- Dependable and proficient attention to detail
- Exceptional written (chat and email) and verbal communication skills
- Excellent multi-tasking skills - you may be handling multiple chats/emails/calls at once
- Experience training others and mentoring newer members of a support team
- Ability to work independently and be resourceful.
- Availability that allows you to work a rotating schedule Monday through Friday from either 8 am to 5 pm or 9 am to 6 pm EST.
About JazzHR:
JazzHR has raised the bar in the recruiting software industry, with many of our innovations becoming industry standard. We’re the first company to put powerful, yet easy-to-use recruiting software in the hands of startups, growing companies, and small businesses from all industries. We're proud of our accomplishments -
About Employ:
Employ empowers organizations of all sizes to overcome their greatest recruiting and talent acquisition challenges. Offering a combination of purpose-built intelligent software technologies, services, and industry expertise, Employ provides businesses of all sizes with powerful solutions for recruiting a diverse workforce. Through its JazzHR, Lever, Jobvite technologies, and NXTThing RPO services, Employ serves more than 12,000 customers across all industries. For more information, visit www.employinc.com.
JazzHR and Employ are equal-opportunity employers. All employment decisions are solely based on business needs, job requirements, and individual qualifications without regard to race, gender, religion, ethnicity, age or any other status protected by the laws and regulations where we operate.
About JazzHR:
JazzHR has raised the bar in the recruiting software industry, with many of our innovations becoming industry-standard. We’re the first company to put powerful, yet easy-to-use recruiting software in the hands of startups, growing companies, and small businesses from all industries. We're proud of our accomplishments - click here to see more!
About Employ:
Employ empowers organizations of all sizes to overcome their greatest recruiting and talent acquisition challenges. Offering a combination of purpose-built intelligent software technologies, services, and industry expertise, Employ provides businesses of all sizes with powerful solutions for recruiting a diverse workforce. Through its JazzHR, Lever, and Jobvite technologies, and NXTThing RPO services, Employ serves more than 12,000 customers across all industries. For more information, visit www.employinc.com.
JazzHR and Employ are equal opportunity employers. All employment decisions are solely based on business needs, job requirements and individual qualifications without regard to race, gender, religion, ethnicity, age or any other status protected by the laws and regulations where we operate.