Product Support Analyst

Bullhorn CRM; England; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading software company in the UK is seeking a Product Support Analyst for fully remote work. In this role, you will be the first point of contact for customers, addressing technical challenges and delivering exceptional service. Strong bilingual capabilities in French and English are essential. Ideal candidates have experience in technical troubleshooting and a passion for customer service. The company offers competitive benefits, including unlimited vacation and career development opportunities.

Benefits

Unlimited Vacation

Private Medical Coverage

Career development opportunities

Qualifications

• 1-3 years’ experience in technical troubleshooting in a B2C or B2B environment.
• 1+ year of experience in delivering software support.
• 1+ year of recent hands-on experience with relational databases.

Responsibilities

• Answer incoming customer tickets via phone, email, and/or chat.
• Troubleshoot technical challenges faced by customers.
• Communicate proactively with customers about issue resolution.

Skills

Bilingual (French & English)

Customer service

Technical troubleshooting

Critical thinking

Tools

SQL Server

Job description

Product Support Analyst page is loaded## Product Support Analystremote type: Fully Remotelocations: Remote EMEA - United Kingdomtime type: Full timeposted on: Posted 3 Days Agojob requisition id: JR1131Bullhorn'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 is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement and we encourage team members to stretch themselves, 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 challenging and rewarding 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 in French & English* 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 are bilingual (French & English)* 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)**#LI-Entry****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 BullhornBullhorn'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.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.For the past 25 years, Bullhorn has dedicated itself to building industry-leading, cloud-based software for the staffing and recruitment industry. Through partnerships with 10,000 customers globally, Bullhorn has built a vast knowledge base of recruitment best practices and deep domain expertise to help firms scale their businesses. Founder-led and headquartered in Boston, Bullhorn employs 1,400 people across 14 countries focused on delivering an incredible customer experience – its core mission. To learn more, visit .