Premier Support Specialist in Remote US at CareerBuilder

Date Posted: 6/10/2021

Job Snapshot

Job Description

 

We are looking for a Premier Support Specialist to join our awesome team. Whether you have just graduated or already have experience in account management, we want to hear from you!

The Premier Support Specialist is responsible for managing all technical aspects of premier client relationships. The Premier Support Specialist will provide quarterly reviews with each premier client as well as coordinate support tickets and incidents, managing each through resolution. The role will serve as the central point of contact for coordination and delivery of all CareerBuilder support services for premier clients. 

Major Responsibilities/Activities:

  • Create and maintain support plans including documentation of software configurations with escalations paths for internal and external product support
  • Provide technical support by diagnosing, issue analysis, troubleshooting and debugging of issues and complex integrations/software solutions
  • Determine priority/severity of ticket escalations to ensure appropriate timeframes for corrective actions
  • Act as technical liaison with internal departments for critical issues across entire suite of CareerBuilder products
  • Facilitate regular review meetings with clients to discuss any issues or problems and provide feedback to the success team, sales rep, and product owners
  • Work with Solution Architects and Developers to translate client requirements into a supportable solution post go-live
  • Monitor support requests to identify any recurring issues and may recommend changes to products
  • Partner with Success Manager for strategic account management
  • Analyze customers’ support requirements and identify areas where the company can offer improved service or reduce support costs
  • Ensure contractual service level agreements are being adhered to and supported
  • Responsible for content development that will support companywide knowledge base

Job Requirements:

  • Minimum Associates Degree, Bachelor Degree, or previous Account Management / Customer Care experience in Software /IT environment
  • Proficient in Microsoft office products, specifically: Excel, Outlook, Vision and PowerPoint
  • 2-4 years Customer Support or Account Management experience
  • Experience with Salesforce.com or similar CRM systems (beneficial)
  • Demonstrated abilities with technology including but not limited to integration including ATSs, aggregators and HRIS Systems
  • Previous experience with SaaS technical support
  • Demonstrated knowledge of CareerBuilder
  • Cloud experience with Office 365 

 Additional Knowledge, Skills and Abilities:

  • Excellent written and verbal communication skills - both phone and email
  • Have a positive attitude and able to deal with all types of feedback
  • Able to build lasting relationships with clients and success
  • Able to prioritize and manage time effectively.
  • Attention to detail & quality management; ability to deliver high-quality results to our clients
  • Able to learn quickly and adapt to change
  • Ability to sit at a desk for long periods of time
  • Ability to work in climate-controlled environment with mild ambient noise

 

*CareerBuilder employees are currently remote. We do have offices based in Chicago and Atlanta. When it is safe to return to the office, you will have the ability to continue to be remote or utilize the Chicago or Atlanta offices as determined by your manager.  

 

CareerBuilder employees are currently remote. We do have offices based in Chicago and Atlanta. When it is safe to return to the office, you will have the ability to continue to be remote or utilize the Chicago or Atlanta offices as determined by your manager. 

 

Benefits-We’re All About You! 

When you're focused on the goal, not the path – you can be more flexible, and that translates into more productive and satisfied employees. From flexible hours to volunteering during work hours to diverse education opportunities, CareerBuilder is committed to helping employees strike a balance. 

Here are just some benefits we offer:

  • Comprehensive Medical, Dental & Vision, Life & Disability Programs
  • Option to enroll in supplemental Life, AD&D, Accident, Critical Illness, Home & Auto, Transit and Legal Programs
  • Parental support including paid maternity and parental leave, Milk Stork, Healthy Pregnancy Program and Fertility Support Services
  • Education Reimbursement Program allowing up to $5k per year towards completion of a Bachelor’s and non-MBA graduate degree, and up to $10K per year towards completion of an MBA
  • Wellness Support & Initiatives
    • Employee Assistance Program with free counseling sessions
    • Wellness/Tobacco Free credits towards medical premiums
    • Summer Fridays off in July and August; Thoughtful Fridays (no internal meetings) the rest of the year
    • On-site meditation rooms
  • 401(k) Program with a two year vesting schedule, discretionary match, and an opportunity to make Pretax and Roth contributions. Financial educational webinars and individual retirement planning advising available.

CareerBuilder, LLC is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.

 

TSR ID: 002216