Technical Integration Support Representative

 Company Description

🚀 SmartRecruiters is building an operating system for recruiting and is on a mission to connect people with jobs at scale. The company is growing very fast and recently hit the 1.5 billion dollar valuation. The system is used by over 4,000 companies, including employees at LinkedIn, McDonald's, VISA, CD Projekt Red, Allegro, and many more! 

🚀 Our engineering team solves one of the most important problems of the modern economy - connecting great people with great jobs. We believe this problem can only be solved with technology, and we developed a software platform that has supported over 100M job seekers to date (with 5M joining every month). 

Job Description

As a Technical Integration Support Representative, you will be working with our customers daily, being responsible for helping manage and resolve technical issues with their integrations and consulting changes requested to the system.

You will be responsible for troubleshooting integration bugs, implementing code fixes, and configuration changes. It is a rewarding role that allows you to work closely with our clients while improving your technical skills.

Key Responsibilities:

• Triage incoming cases and manage the queue
• Provide excellent customer support via email and occasionally video call
• Implement code fixes, using a low-code middleware platform
• Liaise with the customer when there is clarification needed to ensure a request is fully understood and a customer is happy with the explanation
• Track all requests from the customer and ensure they are resolved within the given SLA
• Proactively identify opportunities to enhance internal processes that promote best practices
• Provide technical support and advice to other members of the team when possible 
• Evaluate customer feedback and identify ways to maximize customer satisfaction
• Maintain a good technical understanding of SmartRecruiters products, their architecture, operation, and construction. Includes features and improvements

Additional Responsibilities:

• Properly escalate issues and bugs to the engineering
• Work on requests for integration enhancements of small to moderate size
• Share and document knowledge and best practices with the team
• Consistently demonstrate teamwork skills, ask questions, and challenge status quo bias
• Come up with solutions to “go the extra mile” for the customer

Qualifications

• Prior customer service experience in a customer-facing role 
• Prior experience of working in SaaS (ideally HRIS Systems)
• Technical proficiency in HTTP, REST APIs, Postman/Swagger
• Solid understanding of coding principles, despite the no-code automation tools
• In-depth knowledge of SmartRecruiters and its automation platforms Workato and Jitterbit, staying updated on product updates and changes
• Strong understanding of SmartRecruiters' integration capabilities, including APIs
• Strong troubleshooting skills and analytical thinking
• Friendly and professional communication style (verbal and written)
• Ability to manage challenging customer interactions
• Ability to explain technical concepts to non-technical stakeholders
• Use of GSuite, Salesforce, JIRA, and Confluence are all excellent additions

Benefits:

• We support 100% remote work with Wi-Fi reimbursement and an additional stipend for the equipment that you need (the MacBook laptop is provided by us)
• Unlimited vacation days (yes - it's really unlimited)
• Private Medical Care for you and your dependents (Luxmed)
• Company equity plan
• Wellness Programme (Multisport Card and even more)
• Full access to LinkedIn Learning

Additional information

SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.