Our customers are looking to transform their talent operations and processes to meet their evolving business priorities. Through the value of the SmartRecruiters Talent Acquisition Suite and professional services we are positioned to deliver on their needs and ensure they acquire the best talent to achieve business success.
As a Technical Integration Support Representative you will be working with our customers daily being responsible for helping manage and resolve technical issues with their integrations and consulting changes requested to the system.
You will be responsible for troubleshooting integration bugs implementing code fixes and configuration changes. It is a rewarding role that allows you to work closely with our clients while improving your technical skills.
Key Responsibilities
Triage incoming cases and manage the queue
Provide excellent customer support via email and occasionally video call.
Implement code fixes using a lowcode middleware platform.
Liaise with the customer when there is clarification needed to ensure a request is fully understood and a customer is happy with the explanation.
Track all requests from the customer and ensure they are resolved within the given SLA.
Proactively identify opportunities to enhance internal processes which promote best practices.
Provide technical support and advice to other members of the team when possible
Evaluate customer feedback and identify ways to maximise customer satisfaction.
Follow standard operating procedures.
Maintain a good technical understanding of SmartRecruiters products their architecture operation and construction. Includes features and improvements.
Additional Responsibilities
Properly escalate issues and bugs to the engineering.
Work on requests for integration enhancements of small to moderate size.
Share and document knowledge and best practices with the team.
Consistently demonstrate teamwork skills ask questions and challenge status quo bias.
Come up with solutions to go the extra mile for the customer.
Qualifications :
Prior customer service experience in a customerfacing role
Prior experience of working in SaaS (ideally HRIS Systems)
Technical proficiency in HTTP REST APIs Postman / Swagger.
Solid understanding of coding principles despite the nocode automation tools.
Indepth knowledge of SmartRecruiters and its automation platforms Workato and Jitterbit staying updated on product updates and changes.
Strong understanding of SmartRecruiters integration capabilities including APIs.
Strong troubleshooting skills and analytical thinking.
Friendly and professional communication style (verbal and written).
Ability to manage challenging customer interactions.
Ability to explain technical concepts to nontechnical stakeholders.
Use of GSuite Salesforce JIRA Confluence are all excellent additions.
Remote Work : Employment Type :
Employment Type : Fulltime
Fulltime
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