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For Companies At a Glance
- Tasks: Help customers resolve issues via phone, email, and chat while providing top-notch support.
- Company: Join Bullhorn, a leading software company dedicated to enhancing customer experiences.
- Benefits: Enjoy unlimited vacation, private medical coverage, and access to wellness resources from day one.
- Why this job: Be part of a supportive culture that values your input and offers career growth opportunities.
- Qualifications: Must love interacting with people and have experience in technical troubleshooting, especially with Salesforce.
- Other info: Bonus points for Salesforce certifications and a passion for problem-solving!
The predicted salary is between 30000 - 42000 £ per year.
Bullhorn\’s core purpose is to create an incredible customer experience, and the organization focuses on delivering high-quality products and services. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. These values guide how employees interact with customers and coworkers.
About The Role
Reporting to a Manager of Product Support, Product Support Analysts are the core of what we do – creating and delivering an incredible customer experience. As a Product Support Analyst, you are the first point of contact for customers, understanding and empathizing with their technical challenges and ensuring a smooth experience.
A Typical Day Will Include
- Answering incoming customer tickets via phone, email, and/or chat in French & English
- Partnering with customers to quickly identify challenges and technical issues, understanding business impact
- Using product knowledge and empathy to resolve issues and prevent recurring problems
- Critical thinking and independent judgment to solve challenging or new problems
- Escalating unresolved issues to the right experts via defined pathways
- Proactively communicating with customers (mostly by phone) to update progress and follow through on commitments
- Sharing knowledge by contributing to the global knowledge management system
- Adhering to key customer and team metrics to maintain high performance standards
This Role Is a Fit for You If
- You are bilingual (French & English)
- You enjoy interacting with people and have a proven track record of delivering incredible customer experiences
- You are a quick learner who can confidently explain software and technical concepts
- You demonstrate deep caring and critical thinking around problem resolution
Bonus Points For
- 1‑3 years of technical troubleshooting experience in a B2C or B2B environment
- 1+ year of experience delivering software support
- 1+ year of recent hands‑on experience with relational databases (SQL Server)
What We Offer
- Group Critical Illness, Group Income Protection, Group Life Assurance, Pension, Vision, Employee Assistance Program
- Access to Discounts and Wellbeing Portal
- Optional private medical coverage and ride‑to‑work scheme from Day One
- Unlimited vacation
- Quarterly paid volunteer days
- Lucrative Employee Referral Program (eligible prior to first day)
- Career development opportunities across Bullhorn
Job Details
- Seniority level: Entry level
- Employment type: Full‑time
- Job function: Information Technology
- Industry: Software Development
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Product Support Analyst employer: Bullhorn
Contact Detail:
Bullhorn Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Analyst
✨Tip Number 1
Familiarise yourself with the Salesforce platform, as experience with it is a key requirement for this role. Consider completing relevant Trailhead modules to boost your knowledge and demonstrate your commitment to learning.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since the role involves proactive customer communication, being able to articulate technical concepts clearly and empathetically will set you apart from other candidates.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of past experiences where you've successfully resolved customer issues. Highlighting your critical thinking skills will demonstrate that you're capable of handling challenging situations.
✨Tip Number 4
Engage with the Bullhorn community online or through social media. Networking with current employees can provide insights into the company culture and expectations, which can be beneficial during interviews.
We think you need these skills to ace Product Support Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Product Support Analyst at Bullhorn. Familiarise yourself with their customer service approach and the technical skills required, especially around the Salesforce platform.
Tailor Your CV: Highlight your relevant experience in customer support and technical troubleshooting. Be specific about your familiarity with software products and any experience you have with Salesforce. Use keywords from the job description to make your CV stand out.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer interaction and problem-solving. Share specific examples of how you've successfully resolved customer issues in the past, demonstrating your critical thinking and empathy.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Bullhorn
✨Showcase Your Customer Interaction Skills
Since the role involves a lot of customer interaction, be prepared to share examples of how you've successfully handled customer queries in the past. Highlight your ability to empathise with customers and resolve their issues effectively.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of the Salesforce platform and any relevant software products. Be ready to discuss how you've used this knowledge to troubleshoot issues and support clients in previous roles.
✨Exhibit Critical Thinking
Prepare to discuss scenarios where you had to think critically to solve problems. Employers will appreciate your ability to analyse situations and come up with effective solutions, especially when faced with new challenges.
✨Communicate Clearly and Proactively
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely. Be ready to explain how you would keep customers updated on their issues and follow through on commitments.