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Customer Support Specialist

The Position:

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:

Since 2009, JazzHR has raised the bar in the recruiting software industry, with many of our innovations becoming industry-standard. We’re the first company to put powerful, yet easy-to-use recruiting software in the hands of startups, growing companies, and even presidential campaigns.

As JazzHR, we’re now on a mission to reveal the elusive yet absolutely critical connection between recruiting and performance. We’re doing this by creating innovative tools that help companies uncover the hidden recipes for making transformative hires.

We believe that hiring managers have the most important job during the whole recruiting process (choosing whom to hire), yet they’re the most underserved user of recruiting software. There’s nothing in recruiting software that helps hiring managers make better hires. We’re dedicated to closing the loop that connects recruiting to performance so how a company recruits actually transforms how it performs.

We’re called JazzHR because we feel it’s a powerful metaphor for the challenges that employees face to perform in today’s modern work environment. It also represents the fact that our software breaks the rules of our industry. Jazz music doesn’t fit into a box. Jazz fans don’t fit in a box. Our company JazzHR certainly doesn’t fit in a box.

JazzHR has offices in Pittsburgh, PA and Waltham, MA. Our team has been the recipient of a series of prominent awards. Named an Inc. 5000 company in 2017 for the second consecutive year, JazzHR continues to be recognized for its accelerated growth and human capital management solutions. Along with being named 2017's Best Human Capital - Talent Management Solution in the 32nd annual SIIA CODiE Awards, JazzHR was recently ranked the No. 1 most user-friendly Applicant Tracking Software by Capterra.

JazzHR is an equal opportunity employer. All employment decisions are 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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