Technical Support Specialist

Our mission at Greenhouse is to make hiring work for everyone – 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 achieve our mission. Join us to do the best work of your career, solving meaningful problems with remarkable teams. Greenhouse is looking for a Technical Support Specialist to join our team! 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. 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. Who will love this job An advocate – you thrive on engaging with our customers, working hard to help them succeed A problem solver – you creatively find solutions and discover workarounds using the resources available A wordsmith – you communicate clearly, concisely, and with a friendly tone A helper – you are friendly and patient, crafting a positive experience for our customers with each interaction An efficient worker – you juggle priorities without breaking a sweat, maintaining an excellent level of organization A self-motivated individual – you excel in environments where you have the autonomy to make decisions and take initiative What you’ll do Serve as first point of contact for all technical support communications – primarily but not limited to email and online chat – to answer questions, provide assistance, troubleshoot issues, and route product feedback appropriately Diagnose and resolve customer issues with products in the Greenhouse Suite, escalating as needed to ensure timely follow-up and satisfactory resolution Expand your knowledge of our products and technical skills via both training and practical experience Provide recommendations for continuous product and process improvement Additional projects and responsibilities as business needs require You should have 2+ years customer-facing work experience on both email and live chat channels, having live phone and video experience is a bonus Experience using Zendesk required SaaS experience Excellent problem-solving and analytical skills Proven perseverance when resolving customer requests A passion for learning and sharing knowledge with others Excellent written and verbal communication skills with the ability to convey complex information to technical and non-technical audiences Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply Applicants must be currently authorized to work in the United States on a full-time basis. If you are based in California, we encourage you to read this important information for California residents linked here . The national pay range for this role is $55,800- $76,398. Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales ... (truncated, view full listing at source)