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.
- Other info: Bonus points for Salesforce certifications and a passion for problem-solving!
- 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.
The predicted salary is between 30000 - 42000 £ per year.
Bullhorn'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
You must be bilingual (Dutch and English) to be considered for this 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 Dutch & 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 (Dutch & English) to a professional level both written and spoken
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), Not mandatory for this role.
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 Bullhorn
Bullhorn'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.
Product Support Analyst employer: Bullhorn
Bullhorn is an exceptional employer located in the vibrant Greater London area, offering a dynamic work culture that fosters innovation and collaboration. With benefits like unlimited vacation and private medical coverage, employees are encouraged to maintain a healthy work-life balance while pursuing their professional growth through tailored training and development opportunities. Joining Bullhorn means being part of a forward-thinking team dedicated to driving success in the staffing tech industry.
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.
