Product Specialist
Product Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
Yext (NYSE: YEXT) is the leading digital presence platform for multi-location brands with thousands of customers worldwide. With one central platform brands can seamlessly deliver consistent accurate and engaging experiences and meaningfully connect with customers anywhere in the digital world. Our AI and machine learning technology powers the knowledge behind every customer engagement which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a Best Place to Work globally by industry leaders such as Built In Fortune and Great Place To Work!
Were excited to share that Yext has recently joined forces with Hearsay Systems forming a unified organization that is stronger than ever. This strategic acquisition enhances our ability to deliver world-class solutions by combining industry-leading digital presence management with compliant engagement solutions across social media text and voice. As we begin this exciting new chapter together were looking for passionate driven individuals to help us integrate and continue to innovate in our shared mission.
This role will be part of the Hearsay team now an integral part of Yext.
**Please note: Working hours are between 9:00AM to 6:00PM Pacific Time **
Join the Hearsay Systems Customer Support team as an exceptional Product Specialist (Technical Support) and help us deliver an outstanding customer experience!
At Hearsay Systems we take pride in providing our users with a delightful customer experience and our Customer Support team is at the forefront of it. We enjoy helping strategizing and chatting with our customers and ultimately making them successful.
The ideal candidate for this role must have at least 3 years of relevant technical support experience within the B2B SaaS and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies. Experience with APIs Implementation Management and/or Project Management desired.
What Youll Do
- Understand and act as a first point of contact for Hearsay products and applications
- Own the customer experience by effectively prioritizing and addressing support-related questions in our Zendesk ticketing system
- Liaise with the Customer Success Engineering and Product teams to pass along customer feedback account trends and escalating and quickly resolving issues
- Comfortable with ambiguity and working alone on tough assignments
- Willingness to proactively act without being asked to help
- Ability to maintain composure and customer focus while troubleshooting and solving technical issues
- Consistently attain Hearsays target customer satisfaction score
- Maintain SLAs
- Maintain a thorough knowledge and understanding of the Hearsay platform across the organization and down to individual clients
- Execute our support strategy and build stellar relationships with our customers
- Demonstrate deep execution focus by achieving quarterly goals at the team level
- Focus on continuous team improvement by onboarding new team members providing and receiving specific feedback
What You Have
- At least 3 years of relevant technical support experience within the B2B SaaS and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies via phone.
- Experience with APIs Implementation Management and/or Project Management desired.
- Successful record of going above and beyond your job description to better our relationships with customers and vendors
- Understand and use common social media and digital tools as well as demonstrate an ability to triage applications at an in-depth level
- Can easily navigate customers through a variety of complex and technical obstacles
- Excellent prioritization skills and an ability to make decisions quickly
- Real passion for customer service and a rare ability to understand enterprise customer needs
- You care about your work and you strive to deliver in a timely manner
- Knowledge of Zendesk JIRA Looker and Intercom a plus
- Stellar verbal and written communication in English
- Ability to think on ones feet and find creative solutions at an application and account level
- Excellent teammate with a positive attitude and a strong sense of self-direction and the ability to work across all internal teams and influence coworkers
- Amenable to working between 9:00AM to 6:00PM Pacific Time
#LI-CH1
Yext is committed to building an inclusive and diverse culture where every person is seen heard and valued. We believe in equal employment opportunity and welcome employees and applicants of all races colors ethnicities religions creeds national origins ancestries genetics sexes pregnancy or childbirth sexual orientations genders (including gender identity or nonbinary or nonconformity and/or status as a trans individual) ages physical or mental disabilities citizenships marital parental and/or familial status past current or prospective service in the uniformed services or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories consistent with legal requirements. It is Yexts policy to provide reasonable accommodations to people with disabilities as required by law. If you have a disability that requires an accommodation in completing this application interviewing or participating in the employee selection process please complete this form.
Required Experience:
Unclear Seniority
Employment Type
Full Time
