Technical Support Specialist supporting Greenhouse customers through email, chat, and video. Troubleshooting hiring - platform issues and guiding product improvements.
About the role
- Technical Support Specialist resolving complex customer issues and documenting bugs for Helm Operations’ digital products. Providing SLA-compliant support through Zendesk and related tools.
Responsibilities
- Provide outstanding product support to customers and business partners worldwide
- Analyze, prioritize, and resolve reported technical issues in a timely, SLA-compliant manner
- Capture bugs and feature requests accurately and in sufficient detail for the development team
- Identify additional product or training needs and escalate to manager in a timely manner
- Record each customer interaction accurately and concisely in Zendesk
- Respond to all customer requests per agreed service level agreements (SLA)
Requirements
- Diploma, Degree, or Technical Certification in a related field (or equivalent experience)
- 4+ years providing technical customer support, ideally in a call-centre or helpdesk environment, with a track record of owning complex, escalated cases
- Excellent English verbal and written communication skills required
- Spanish and/or Portuguese an asset
- Proficiency with MS Office Suite (Word, Excel, Outlook, PowerPoint)
- Ability to work varied shifts including on-call to support 24x7 coverage
- Experience with Zendesk, Jira, and Confluence a plus
- Interest in QA, programming, or automation highly regarded
Benefits
- Full-time employment
- Regular employee status
Job title
Job type
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