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Customer Support Specialist

As a Customer Support Specialist, you'll work closely with fellow members of our Customer Success team to provide our growing customer base with world-class service and support.  Additionally, you'll be responsible for performing Quality Assurance duties to identify fraud and ensure our customers and jobs meet established guidelines. You'll be working as a part of a team to provide world-class support, customer training, correct issues, document feature requests, and manage various customer-facing tasks.  

What you'll be doing:

  • Provide over-the-top, "white glove", concierge level service to JazzHR customers - interacting with customers at all levels
  • Perform Quality Assurance (customer review and job review) according to established processes and guidelines
  • Answering questions and resolve issues via telephone, email or remote access
  • Research customer issues in a timely manner and follow up directly with the customer with recommendations and action plans
  • Maintain customer loyalty through integrity and accountability
  • Escalate cases when customer satisfaction comes into question
  • Ensure compliance with standards, methodologies, and techniques
  • Works as part of a high performance support team to ensure that system enhancements and defect corrections work properly and meet the user’s requirements
  • Provide customer training on JazzHR and JazzHR features
  • Assist with other key projects as needed

What you'll bring:

  • Bachelors degree in business, IT, or related field
  • 1+ years experience in customer service, customer support, or software support
  • Proven desire and passion to provide top notch service to all customers
  • Ability to empathize with customers and convey confidence
  • Ability to quickly to learn JazzHR and articulate concepts to our customers
  • Dependable and proficient attention to detail
  • Exceptional written (chat and email) and verbal communication skills
  • Excellent multi-tasking skills - you may be handling multiple chats/emails at once
  • Ability to work in a team environment and communicate with the team on a regular basis
  • Ability to work independently and be resourceful
  • An availability that allows you to work Monday through Friday from either 8 am to 5 pm, 9 am to 6 pm or 11 am to 8 pm.

This role is based in Pittsburgh, PA and not eligible for telecommuting.  Qualified candidates must be able to work onsite in our office each day.

About JazzHR:
JazzHR has been empowering small businesses with cutting-edge performance recruitment solutions since 2009.  For thousands of SMBs, JazzHR’s platform bridges the gap between recruiting and new hire performance.   

Growing companies trust JazzHR to improve their results by replacing antiquated hiring practices with JazzHR’s high-performance candidate sourcing, interviewing, and talent evaluation and new hire onboarding solutions. 

The JazzHR team believes in a customer first mindset, a collaborative and winning culture, driving results, and having fun while doing so.  We offer highly competitive salaries, great benefits, and your birthday off every year.  If you share a similar professional outlook, come join us!

JazzHR is an equal opportunity employer.  JazzHR makes employment decisions solely based on business needs, job requirements and individual qualifications without regard to race, gender, religion, ethnicity, age or any other status protected by the laws and regulations where we operate.  

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