Technical Support Specialist

Our mission at Greenhouse is to make every company great at hiring – so we go to great lengths to hire great people because we believe that they’re the foundation of our success. At Greenhouse, you’ll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can help companies measurably improve the way they hire. Join us to do the best work of your career, solving meaningful problems with remarkable teams. Greenhouse is looking for a Technical Support Specialist to join our team! As customer-facing product experts, our Technical Support Specialists lead our efforts to showcase Greenhouse as not just a set of useful recruiting features, but as a platform for organizational change. You’ll be a part of a team that has a high bar for customer happiness and strives to help our customers transform the way they hire. Often cited by our users as the "best thing about Greenhouse”, Technical Support Specialists work with our Customer Success, Product, and Engineering teams to provide a level of support that best helps our stakeholders. This unique opportunity puts you in the best position to have insight into the product roadmap, manage expectations for future releases, and elevate our customers’ experience with Greenhouse. There are 2 positions that contribute to our Technical Support team's time zone coverage with fixed working hours of 9am - 6 pm ET or 10am-7pm ET. Who will love this job An advocate – you thrive on engaging with our customers, working hard to help them succeed A problem solver – you creatively find solutions and discover workarounds using the resources available A wordsmith – you communicate clearly, concisely, and with a friendly tone A helper – you are friendly and patient, crafting a positive experience for our customers with each interaction An efficient worker – you juggle priorities without breaking a sweat, maintaining an excellent level of organization What you’ll do Serve as the first point of contact for technical support communications via email, chat, and video calls, providing timely assistance, troubleshooting issues, and ensuring a high-quality customer experience Diagnose, investigate, and resolve complex customer issues within Greenhouse, driving issues to resolution and escalating strategically when needed Provide guidance to customers on product setup, feature usage, configuration, and integration, helping ensure successful implementation and adoption Clearly explain product capabilities, limitations, and expected behaviors to set accurate expectations and build customer confidence Act as a subject matter expert by identifying patterns in customer challenges and contributing recommendations for product, process, and documentation improvements Continuously deepen product expertise and technical knowledge, and share insights to elevate team capability and support quality Additional projects and responsibilities as business needs require You should have 3+ years customer-facing work experience on both email, live chat and video channels Experience using Zendesk Excellent problem solving and analytical skills Proven ability to explain technical architecture and "best practice" workflows to both technical and non-technical stakeholders A passion for learning and sharing knowledge with others Excellent written and verbal communication skill with the ability to convey complex information to technical and non-technical audiences Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply Applicants must be legally eligible to work in Canada as of the start date chosen by the Company. We are unable to support sponsorship at this time. For purposes of processing or administering your employment relationship, personal information that you provide to the Company may be transferred to and accessed by an affiliate in the United States or elsewhere, or to agents and contractors (such as payroll companies, insurance companies, information technology consultants, etc.) that provide services to the Company. The national pay range for this role is $25.10 – $30.16 hourly. Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role. #LI-MS2 Who we are At Greenhouse, we live by our mission through using our own product to help us hire the right person for the job, every time. We are a remote-first company and have shared office spaces in New York City and Ireland, and optional co-working spaces that give us flexibility to do our best work anywhere. We take an active role in our growth through a performance review program that’s committed to providing actionable feedback, and a bonus structure that rewards great performance. We believe that bringing together a variety of perspectives makes us a stronger company – and we nurture leaders who create an inclusive culture and invest into employee resource groups that celebrate our differences and life experiences. We’re proud to have built an award-winning culture that’s been recognized as Fortune’s Best Places to Work and Inc.’s Best Workplaces multiple years in a row. – Greenhouse Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation during the application process, reach out to accommodations@greenhouse.io. 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