Support Agent (CSR/TSR)

• Respond to customer inquiries through email, chat, phone and sometimes zoom.

• Troubleshoot product questions and issues with integrated partner solutions, guiding customers toward the best resolution while sharing product best practices.

• Resolve day-to-day platform issues efficiently while maintaining a high-quality customer experience.

• Clearly communicate next steps, expectations, and resolutions.

• Ensure every customer feels heard, valued, and supported.

• Support customers with everyday platform functionality, including:

• Job postings and recruiting workflows

• Job board connectivity and visibility (e.g., Indeed, LinkedIn)

• Employee communication features (SMS, email, surveys, recurring messages)

• Message deliverability and communication troubleshooting (SMS, email, spam filtering, opt-outs, carrier restrictions, and delivery failures)

• Contact imports and employee data management

• HRIS and third-party integration support (e.g., ADP, Paylocity, UKG)

• Reporting, analytics, and platform navigation

• Messaging settings, notifications, and delivery troubleshooting

• General product education and best practices

• Develop working knowledge of the technology our customers use every day, including:

• Job boards such as Indeed, LinkedIn, Google Jobs, and ZipRecruiter.

• HRIS and payroll platforms including ADP, Paylocity, UKG, Paycom, BambooHR, Workday, and other company integrations.

• Recruiting workflows, seasonal hiring, employee communications, and hiring best practices.

• Escalate advanced technical issues to the Technical Support, Customer Success, or Engineering as appropriate.

• Partner with Customer Success on customer adoption opportunities.

• Document product bugs and feedback requests from the customer.

• Contribute to internal support articles, playbooks and process improvements.

Every customer interaction should reflect our commitment to being:

• Warm, friendly, and approachable

• Empathetic and patient

• Professional and solution-oriented

• Clear, concise, and easy to understand

• Customer-first in every decision

Our goal is to reduce complexity, solve problems quickly, and leave every customer feeling more confident than when they reached out.

The best Support Agents are:

• Empathetic: They genuinely care about helping customers and take the time to understand each customer's situation. They recognize that customers often reach out during stressful moments and respond with patience, kindness, and compassion.

• Passionate about customer success: They are motivated by helping customers solve problems and achieve their hiring and communication goals.

• Customer-centric: They put the customer's experience at the center of every interaction and always look for opportunities to build trust and create a positive experience.

• Curious problem solvers: They enjoy troubleshooting, asking questions, and getting to the root cause of an issue.

• Clear, concise, and thoughtful communicators: They communicate with warmth, professionalism, and empathy while making even complex topics easy to understand.

• Calm under pressure: They remain professional, positive, and solution-focused, even in challenging situations.

• Collaborative teammates:They willingly share knowledge, support one another, and contribute to continuously improving the customer experience.

• Continuous learners:They are eager to deepen their expertise in the company's products, recruiting technology, job boards, HRIS systems, and industry best practices.

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