Applicant/Technical Support Representative SilkRoad Technology
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Applicant Support Representative
A great opportunity at a great company....see what we're all about!
At SilkRoad, it's all about the employees! It's all about the flexibility. It's all about the extras. It's all about growth (yours and ours). It's all about opportunity...to build your career with a leader. At SilkRoad, you can have a major impact on our clients, you can have an important part in our success, and you'll work in a great environment that's loaded with talented professionals. And this is your opportunity to join us. It's all here!
SilkRoad is seeking a highly energetic and versatile Applicant Support Representative to support users of our recruiting software OpenHire, for our ever-expanding customer base. Responsible for ensuring customer satisfaction through the ongoing support of SilkRoad technology customers, this is a highly visible role and crucial to SilkRoad's success. The keys to this role shall be a focus on customer care methods and procedures, attention to detail, and good people and customer management skills.
Actively seeking resolution to user problems with the OpenHire product;
Investigating, diagnosing and analyzing technical problems reported by users;
Tracking open incidents and driving towards timely resolution based on goals and follow-up with users;
Documenting all customer interactions in CRM system;
Communicating with users to understand their environment and process as closely as possible and recreate their issues in the replication lab;
Working with development engineers to diagnose problems and identify corrective actions for users;
Managing and escalating user issues to management;
Reviewing and updating knowledge base and technical support documentation to reflect current technical information on product;
Providing front line user interaction, providing key point of contact to ensure high-level customer satisfaction;
Overseeing certain aspects of SilkRoad's customer service policies, objectives, and initiatives.
SilkRoad Technology, Inc. provides software as a service (SaaS) solutions that significantly improve the talent within its more than 1000 customers across the globe. Through SilkRoad?s Life Suite, an integrated talent management solution, companies are able to hire better employees, identify high and low performers, drive a pay-for-performance culture and improve employee tenure. Our Life Suite solution set includes OpenHire, for recruiting management, RedCarpet for employee onboarding and life events, WingSpan for flexible employee performance management, GreenLight for learning management, Point and Eprise for Social Collaboration and Content, and HeartBeat for core Human Resources.
Founded in 2003, SilkRoad Technology is a privately held company based in Chicago, IL, with offices around the globe. Our customers include a diverse set of industry leaders such as Allianz, Priceline.com and Crate and Barrel.
Passionate about supplying end users with the highest level of customer support possible;
Demonstrated ability to work in a fast-paced, team-based environment;
Strong organizational and excellent follow-up skills with high attention to detail;
Ability to proactively communicate status of issues to customers;
Excellent communication skills - written, verbal and telephone;
Strong problem solving and trouble shooting skills;
Strong knowledge of Windows and Mac environments;
Professional skills to deliver the highest level of response to the customers;
Strong customer orientation with excellent work ethic and dedication;
Ability to manage simultaneous, high-priority tasks and good organizational skills.
Minimum of 1 year of successful customer support experience.
Experience in human resources or at a software solution company a plus, as is computer certifications (i.e. A+, Network+).
Previous experience in a help desk environment preferred.
Jacksonville, Florida, United States
||Jacksonville, FL |
THIS JOB HAS EXPIRED