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 and consulting changes requested to the system. You will troubleshoot integration bugs, implement code fixes, and configuration changes while working closely with our clients and 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, and 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 that promote best practices
• Provide technical support and advice to other members of the team when possible
• Evaluate customer feedback and identify ways to maximize 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