Offer summary

Qualifications:

Bachelor's Degree in Computer Science, Information Technology, or a related field preferred, but equivalent practical experience is acceptable., Previous experience in technology-related roles, customer support, or technical support is required., Strong communication skills, both verbal and written, are essential., Basic understanding of APIs and experience with database management tools like MongoDB or MySQL is preferred..

Key responsabilities:

Act as the primary point of contact for customers needing assistance with troubleshooting and problem resolution.

Handle customer support tickets through calls, written communication, and video conferences.

Collaborate with technical teams to resolve issues and escalate critical problems as necessary.

Provide clear communication to customers regarding ticket status and resolution.

Job description

Job Requirements

Our purpose is to help a billion people find the right job! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,600 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!

We are seeking a Technical Support Engineer to join our Global Customer Care team! In this role, you will be the go-to point of contact for customers needing assistance with troubleshooting and problem resolution, ensuring a seamless and "phenomenal" experience. You will handle customer support tickets via calls, written communication, and video conferences, collaborating with technical teams to resolve issues. Key responsibilities include troubleshooting, escalating critical issues, providing clear customer communication, and reporting on ticket status and resolution.

This is a full-time position with availability required between 9:00 AM and 8:00 PM EST. The primary shift will be from 9:00 AM to 6:00 PM EST, though shift times may vary depending on business needs.

Required Skills And Experience

A Bachelor's Degree in Computer Science, Information Technology, or a related field is preferred, but not required. Equivalent practical experience will also be considered.
Previous experience in a technology-related role, customer support, technical support, or a similar field.
Ability to thrive in a fast-paced environment that is constantly evolving.
A passion for helping people and solving problems.
Strong communication skills, both verbal and written.
Self-motivated, driven, and results-oriented.
Ability to collaborate effectively in a team setting while maintaining a high degree of independence.
Basic understanding of APIs and experience with database management tools (MongoDB, MySQL).
Experience working in a SaaS company is a strong plus!

Applicants must currently be authorized to work in the United States. We are not accepting applicants who require sponsorship at this time, either now or in the future.

Benefits

We want you to be your best self and to pursue your passions!

Health and wellness benefits/programs to support holistic employee health
Flexible hours and working schedules, as well as parental leave for new parents
Generous vacation policies & holiday time off
Growing organization with career pathing and development opportunities
Tons of perks and extras in every office and even to those who work remotely!

Salary

Expected salary range $60,000 - $75,000

Please note the Salary range is subject to change in the future in accordance with Phenom’s policies

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

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