Product Support Analyst

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

Bullhorn is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a challenging and rewarding workplace for everyone.

About the role

Reporting to a Manager of Product Support, our Product Support Analysts are the core of what we do, which is creating and delivering an incredible customer experience! As a Product 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 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 customer support with entry-level technical experience, or you’re a seasoned tech support analyst - we have an opportunity for you! 

Key Details:

• Fully Remote
• Multiple positions available
• 40 hrs per week
• Training period for all hires, regardless of timezone, will be Monday – Friday 9:00 to 6:00 pm ET for the first 3 weeks (hrs may vary after the training period for different time zone locations)

A typical day will include...

• Answering incoming Bullhorn customer tickets via phone, email, and/or chat, asking questions and gathering information to quickly resolve issues

• Partnering with the customer to quickly identify challenges and technical issues, understanding the impact to their business

• Using your software product knowledge (along with empathy for our customers) to help fix important issues quickly while also helping prevent recurring issues in the future 

• Being a critical thinker and using independent judgment when required to solve challenging or new problems that arise 

• If unable to fix the issue yourself, connecting the customer to the right experts via defined escalation paths

• Communicating with customers proactively (mostly by phone) to update them on progress and do things when you say you’re going to do it

• Share your knowledge gained from troubleshooting issues by contributing to the global Bullhorn knowledge management system through flagging, editing, creating, and reusing articles

• Adhering to key customer and team-focused metrics to maintain high standards in performance

This role is a fit for you if...

• You love interacting with people and have a proven track record of delivering incredible customer experiences through client/customer-facing interaction 

• You are a quick learner who can confidently articulate software-related and technical concepts.

• You can demonstrate deep caring and critical thinking around problem resolution

Bonus Points for: 

• 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), NOT A MANDATORY REQUIREMENT FOR THIS ROLE

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, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.

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.