Product Support Analyst

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.
• Whether you are experienced in customer support with entry-level technical experience, or you’re a seasoned tech support analyst - we have an opportunity for you!

Key Details

• A fully remote fixed-term position going until the end of 2026.
• Fully Remote: Fixed-term, 40 hrs per week.
• Training period for all hires, regardless of timezone, will be Monday – Friday 9:00 to 6:00 pm ET for the first 3 weeks (hrs may vary after the training period for different time zone locations).
• A typical day will include...

1. Answering incoming Bullhorn customer tickets via phone, email, and/or chat, asking questions and gathering information to quickly resolve issues.
2. Partnering with the customer to quickly identify challenges and technical issues, understanding the impact to their business.
3. 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.
4. Being a critical thinker and using independent judgment when required to solve challenging or new problems that arise.
5. If unable to fix the issue yourself, connecting the customer to the right experts via defined escalation paths.
6. Communicating with customers proactively (mostly by phone) to update them on progress and do things when you say you’re going to do it.
7. Sharing your knowledge gained from troubleshooting issues by contributing to the global Bullhorn knowledge management system through flagging, editing, creating, and reusing articles.
8. Adhering to key customer and team-focused metrics to maintain high standards in performance.

This role is a fit for you if...

• 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.
• Have 1+ year of experience in delivering software support.
• Have 1+ year of recent hands-on experience with relational databases (SQL Server).

Pay

This role pays $25.00/hour. In addition, this role is eligible for a quarterly target bonus & a comprehensive benefits package.

Compensation And Transparency Statement

The posted range represents the good-faith estimate of what we expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual pay within the range will be based on factors such as, but not limited to, experience, skills, qualifications, geographic location, internal equity, and business or organizational needs and affordability.

In accordance with state and local pay transparency laws we disclose salary ranges in all job postings and provide additional information upon request.

What We Offer...

• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more.
• Unlimited Planned Paid Time Off.
• Global Mental Health Support.
• On-Demand Learning & Development.
• Quarterly paid volunteer days.
• Lucrative Employee Referral Program (eligible for prior to your first day).
• Company-wide mentor program.