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 fosters a dynamic and supportive environment where hard work and great results are rewarded and celebrated. We value openness and continuous improvement, encouraging team members to 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 positive and empowering 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 one of 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 call center customer support looking to step into technical for the first time, or you’re a seasoned tech support analyst - we have an opportunity for you

**A typical day will 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 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

**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)

**What we offer...**
- Group Life Assurance, Group Income Protection, and EAP
- Access to our Discounts and Wellbeing Portal
- Unlimited Vacation
- Quarterly paid volunteer days
- Lucrative Employee Referral Program (eligible for prior to your first day)
- Career development opportunities up/across Bullhorn

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.