at HireVue in Springfield, Illinois, United States
Job Description
HireVue is the talent experience leader – accelerating the way organizations discover, engage, assess, and hire the best talent. Automating recruiter activities, HireVue connects companies and candidates anytime, anywhere. HireVue’s text-enabled end-to-end talent experience platform includes video interviewing, assessments and conversational AI. HireVue has hosted more than 70 million video interviews and 200 million chat-based candidate engagements for over 1,200 pioneering customers around the globe.
We are relentlessly focused on developing fair and objective hiring solutions to help our customers and their candidates, and we embrace this same focus of fair and objective hiring when we hire for our own team, striving to build a diverse and inclusive culture based on a foundation of respect and inclusion.
We’re looking for a motivated and detail-oriented individual who is a critical thinker, and approaches issues with an inquisitive mind. The ideal candidate will have the ability to become a multi-product SME and work well within a team environment, managing multiple high priority requests at any given time. Attention to detail and strong problem-solving skills are essential.
In this role, you’ll play a key partner for our customers as well as our internal stakeholders. Being a partner with our customers could look like tasks such as conducting light training sessions when requested, or scoping out account updates and determining how they fit into each customer’s existing solution/workflow. Additionally, from a more technical perspective, you can expect to execute customer account configurations and updates post go live. Excellent soft skills are required for this role as being able to explain things clearly and simply will be key in providing a timely service.
As this role is developed you will be expected to support the team by developing resources and processes to manage and resolve any and all requests. Teamwork is a key skill within this role, you’ll often be collaborating with different teams across the organization to manage and complete requests. Your proactive approach and ability to get things done will be crucial in keeping our customers happy and their solutions running smoothly. Join us and help deliver top-notch support to our customers!
Essential Duties and Responsibilities
+ Develop and optimize the Customer Support Team, as well as the overall Customer Experience, regarding account updates and overall success of a customers solution
+ Work with Engineering, Product, and various internal partners to develop systemic solutions based on technical feedback received in Support cases, Support CSAT and User NPS
+ Complete configuration updates for customers across all HireVue platforms
+ Utilizing programs, such as SalesForce, data dog, splunk, Zendesk and others, to communicate, configure, and effectively test solutions for our customers
+ Document tasks and all actions taken appropriately
+ Become a product SME and keep closely aligned to all platform updates
+ Excellent interpersonal communication skills
+ Expert reading and writing skills
+ Proficient with technology, namely HireVue products
+ Strong problem-solving skills and resourcefulness
+ Effective collaboration skills to aide in enablement for training and development
+ Act as SME for the Customer Support Team
+ Experience with the following programs and solutions are a bonus:Splunk, Shortcut, ATS and SSO configurations, Salesforce
Travel: Bi-yearly travel can be expected for this role, this is not a mandatory requirement.
HireVue is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other category protected under the law. HireVue is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation. All your information will be kept confidential according to EEO guidelines.
HireVue is NOT currently hiring:
AK, IA, ME, MS, NM or WV.
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