[Hiring] Technical Support Specialist @Greenhouse

Role Description

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.

This role will be required to work 9am - 6pm PT.

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.
• A self-motivated individual – you excel in environments where you have the autonomy to make decisions and take initiative.

What you’ll do

• Serve as first point of contact for all technical support communications – primarily but not limited to email and online chat – to answer questions, provide assistance, troubleshoot issues, and route product feedback appropriately.
• Diagnose and resolve customer issues with products in the Greenhouse Suite, escalating as needed to ensure timely follow-up and satisfactory resolution.
• Expand your knowledge of our products and technical skills via both training and practical experience.
• Provide recommendations for continuous product and process improvement.
• Additional projects and responsibilities as business needs require.

Qualifications

• 2+ years customer-facing work experience on both email and live chat channels.
• Comfort supporting a live video support experience.
• Experience using Zendesk required.
• SaaS experience.
• Excellent problem-solving and analytical skills.
• Proven perseverance when resolving customer requests.
• A passion for learning and sharing knowledge with others.
• Excellent written and verbal communication skills 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.

Requirements

• 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.

Benefits

• The national pay range for this role is $57,300 - $66,600 CAD. 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.