Remote Technical Integration Support Representative

Summary

Join our team at SmartRecruiters and become a Technical Integration Support Representative! As a key member of our customer-facing team, you will be responsible for helping manage and resolve technical issues with our customers' integrations. You will work closely with clients while improving your technical skills.

Requirements

• Prior customer service experience in a customer-facing role
• Prior experience of working in SaaS (ideally HRIS Systems)
• Technical proficiency in HTTP, REST APIs, Postman/Swagger
• Solid understanding of coding principles, despite the no-code automation tools
• In-depth knowledge of SmartRecruiters and its automation platforms Workato and Jitterbit, staying updated on product updates and changes
• Strong understanding of SmartRecruiters' integration capabilities, including APIs
• Strong troubleshooting skills and analytical thinking
• Friendly and professional communication style (verbal and written)
• Ability to manage challenging customer interactions
• Ability to explain technical concepts to non-technical stakeholders
• Use of GSuite, Salesforce, JIRA, Confluence are all excellent additions

Responsibilities

• Triage incoming cases and manage the queue
• Provide excellent customer support via email and occasionally video call
• Implement code fixes, using a low-code middleware platform
• Liaise with the customer when there is clarification needed to ensure a request is fully understood and a customer is happy with the explanation
• Track all requests from the customer and ensure they are resolved within the given SLA
• Proactively identify opportunities to enhance internal processes which promote best practices
• Provide technical support and advice to other members of the team when possible
• Evaluate customer feedback and identify ways to maximise customer satisfaction
• Follow standard operating procedures
• Maintain a good technical understanding of SmartRecruiters products, their architecture, operation, and construction. Includes features and improvements
• Properly escalate issues and bugs to the engineering
• Work on requests for integration enhancements of small to moderate size
• Share and document knowledge and best practices with the team
• Consistently demonstrate teamwork skills, ask questions, and challenge status quo bias
• Come up with solutions to “go the extra mile” for the customer