SmartRecruiters is the Recruiting AI Company that transforms hiring for the world’s leading enterprises. Built for global scale, SmartRecruiters, an SAP company, delivers an AI-powered hiring platform that automates and optimizes the entire talent acquisition process, ensuring faster and smarter hiring decisions. More than 4,000 companies, including Amazon, Visa, and McDonald's, rely on SmartRecruiters to build winning teams. In 2025, SmartRecruiters joined SAP, the global leader in enterprise applications. Together, SmartRecruiters and SAP are accelerating the reinvention of hiring by combining cutting-edge AI innovation with the scale, reach, and resources of SAP’s ecosystem.
At SmartRecruiters, we are a values-driven, globally focused tech company with strong financial backing and a bold vision for the future of work. We commit and dig deep, embracing challenges with grit, curiosity, and a drive for excellence. We foster a collaborative and inclusive work environment, where trust and determination bring us together. Because together, we will win.
We are seeking a talented Support Consultant to join our dynamic team in San Francisco, United States. As a Support Consultant, you will play a crucial role in providing exceptional technical support and customer service to our valued clients. You will be responsible for diagnosing and resolving complex software and hardware issues, ensuring customer satisfaction, and contributing to the continuous improvement of our support processes.
- Serve as the primary point of contact for customer inquiries, providing timely and effective solutions to technical issues
- Analyze and troubleshoot software and hardware problems, utilizing your technical expertise and problem-solving skills
- Manage and prioritize support tickets through our ticketing system, ensuring prompt resolution of customer concerns
- Collaborate with cross-functional teams to escalate complex issues and develop long-term solutions
- Document support interactions, solutions, and best practices in our knowledge base
- Identify trends in customer issues and provide feedback to product development teams for future improvements
- Participate in ongoing training to stay current with new technologies and support methodologies
- Contribute to the development of support materials, including user guides and FAQs
- 2+ years of experience in a customer support or technical support role, preferably in the software or technology industry
- Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users
- Excellent problem-solving abilities and analytical thinking skills
- Proven track record of providing exceptional customer service and support
- Proficiency in CRM software and ticketing systems
- Experience in troubleshooting software applications and resolving technical issues
- Bachelor's degree in Computer Science, Information Technology, or a related field (preferred)
- Technical certifications such as ITIL or CompTIA (preferred)
- In-depth knowledge of software applications, IT infrastructure, and common technical issues
- Ability to work independently and collaboratively in a fast-paced environment
- Strong attention to detail and ability to multitask effectively
All your information will be kept confidential according to EEO guidelines.
Top Skills
What We Do
# KEY FACTS - Founded in 2002 - 55 technicians in China - More than 1,100 shipments checked every month # SERVICES - Product QC inspections - Factory audits - Other related services to support our clients # THE THREE COMMITMENTS TO OUR CLIENTS We have identified three "customer critical to quality criteria" in the inspection business: 1. Sending only product-specialized technicians We do not guarantee to perform a service on a certain date. What we commit to is sending QC technicians who are qualified for your products. 2. Being reactive We know that many shipments are urgent. Most of them might already be late by the time we are called to inspect them. Our clients do not want us to be a bottleneck. We have organized our internal processes to accommodate for urgent jobs. 3. Releasing only properly-vetted reports We do not guarantee that we send reports on the evening of the inspection day. What we commit to is studying the reports carefully before releasing them. For inspections in China, 80% of reports are sent on the same day.
.png){kind=logo}
