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 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.

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)

What we offer...

• Group Critical Illness, Group Income Protection, Group Life Assurance, Pension, Vision, EAP
• Access to our Discounts and Wellbeing Portal
• Optional from DAY ONE - Private Medical Coverage & Ride to Work Scheme
• 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.