Technical Support Specialist

<div class="content-intro"><p>Our <a href="https://www.greenhouse.com/mission" target="_blank">mission</a> at Greenhouse is to make every company great at hiring – so we go to great lengths to hire great people because we believe that they’re the foundation of our success. At Greenhouse, you’ll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can help companies measurably improve the way they hire. </p> <p>Join us to do the best work of your career, solving meaningful problems with remarkable teams.</p></div><p>Greenhouse is looking for a <strong>Technical Support Specialist </strong>to join our team!<br><br>As customer-facing product experts, our Technical Support Specialists lead our efforts to showcase Greenhouse as not just a set of useful recruiting features, but as a platform for organizational change. You’ll be a part of a team that has a high bar for customer happiness and strives to help our customers transform the way they hire.</p> <p>Often cited by our users as the "best thing about Greenhouse”, Technical Support Specialists work with our Customer Success, Product, and Engineering teams to provide a level of support that best helps our stakeholders. This unique opportunity puts you in the best position to have insight into the product roadmap, manage expectations for future releases, and elevate our customers’ experience with Greenhouse.</p> <p><em>There are 2 positions that contribute to our Technical Support team's time zone coverage with fixed working hours of 9am - 6 pm ET or 10am-7pm ET. </em></p> <h2><strong><br>Who will love this job</strong></h2> <ul> <li><strong>An</strong> <strong>advocate</strong> – you thrive on engaging with our customers, working hard to help them succeed</li> <li><strong>A</strong> <strong>problem solver</strong> – you creatively find solutions and discover workarounds using the resources available</li> <li><strong>A</strong> <strong>wordsmith</strong> – you communicate clearly, concisely, and with a friendly tone</li> <li><strong>A</strong> <strong>helper</strong> – you are friendly and patient, crafting a positive experience for our customers with each interaction</li> <li><strong>An</strong> <strong>efficient worker</strong> – you juggle priorities without breaking a sweat, maintaining an excellent level of organization</li> </ul> <h2><strong><br>What you’ll do</strong></h2> <ul> <li>Serve as the first point of contact for technical support communications via email, chat, and video calls, providing timely assistance, troubleshooting issues, and ensuring a high-quality customer experience</li> <li>Diagnose, investigate, and resolve complex customer issues within Greenhouse, driving issues to resolution and escalating strategically when needed</li> <li>Provide guidance to customers on product setup, feature usage, configuration, and integration, helping ensure successful implementation and adoption</li> <li>Clearly explain product capabilities, limitations, and expected behaviors to set accurate expectations and build customer confidence</li> <li>Act as a subject matter expert by identifying patterns in customer challenges and contributing recommendations for product, process, and documentation improvements</li> <li>Continuously deepen product expertise and technical knowledge, and share insights to elevate team capability and support quality</li> <li>Additional projects and responsibilities as business needs require</li> </ul> <h2><strong><br>You should have</strong></h2> <ul> <li>3+ years customer-facing work experience on both email, live chat and video channels</li> <li>Experience using Zendesk</li> <li>Excellent problem solving and analytical skills</li> <li>Proven ability to explain technical architecture and "best practice" workflows to both technical and non-technical stakeholders</li> <li>A passion for learning and sharing knowledge with others</li> <li>Excellent written and verbal communication ski ... (truncated, view full listing at source)