Technical Support Analyst

Bullhorn is the global leader in software for the staffing industry.
**After more than 20 years**,
**more than 10,000 companies rely on Bullhorn's cloud-based platform** to power their staffing processes from start to finish. 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
** 35% of our employees to advance their careers in 2021.**

We are a
**remote-first organization** and over 30% of our employees reside outside the United States. Headquartered in Boston, we also have offices in St. Louis, 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.

As a remote
**Technical Support Analyst,** you're a product expert and the first point of contact for Bullhorn's customer issues and questions. You'll provide an incredible customer experience by uncovering, assessing and resolving customer needs.

**Why this job is important**:
Our core purpose at Bullhorn is to create and deliver an incredible customer experience. That starts with you As a
**Technical Support Analyst**, you are on the front lines, helping our customers resolve technical issues with our software products on a day-to-day basis. You are their first point of contact and their trusted advisor for quality technical support, empathy, and understanding. It is your job to strive for 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.

**A typical day might 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 have the ability to learn and articulate software-related and technical concepts.
- You love people, and have a proven track record of delivering incredible customer experiences.
- You can demonstrate critical thinking around problem resolution. 1-3 years' experience in technical troubleshooting in a B2C or B2B environment would be beneficial, not essential though.
- 1+ year of experience in delivering software support would be beneficial, not essential though.
- 1+ year of recent hands-on experience with relational databases (SQL Server) would be beneficial, not essential though.

**Essential Job Functions**:

- Ability to conduct phone conversations within a highly technical environment up to 6 hours per day
- Ability to read and comprehend complex technical material
- Ability to remain seated or relatively sedentary for long periods of time
- Reference various resource materials while simultaneously interacting with customers on the phone
- Mandatory attendance throughout the 6 weeks training period
- Consistent attendance and punctuality in line with the expectations of a contact centre environment
- Comfortable being sedentary while on the phone with breaks every 3-4 hours
- Possess positive, professional interpersonal skills
- Ability to perform a broad variety of duties and responsibilities with accuracy and speed and successfully meet time-sensitive deadlines
- Ability to consistently achieve the established performance metrics for the role
- You are expected to attend 100% of our 6-week training program if hired; no exceptions. We don't want you to miss out on material that will be crucial to your success
- We require hard-wired internet connection with minimum speeds of 5 up / 5 down for this position. You will be asked to conduct an internet speed test later in the process.
- Working hours for this position will be 8 hours as scheduled per work day Monday - Friday between the hours of 9AM-6PM AEDT or 8AM-5PM AEDT.

**What we offer...**
- Group Life Assurance, Group Income Protection, and EAP
- Access to our Discounts and Wellbeing Portal
- Superannuation
- Unlimited Vacation
- Full Access to LinkedIn Learning
- 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 o