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Job Description
Yext is seeking a Technical Support Specialist to join their team in New York, NY. This role involves providing technical and consultative support to SMB, Partner, and Enterprise clients via email, phone, and chat. The specialist will troubleshoot product and publisher issues, escalate bugs, and identify trending customer/product issues. They will also contribute to UI/UX improvements and new functionality by surfacing client feedback to Product.
Responsibilities:
- Provide post-implementation technical and consultative support.
- Develop ticket management strategies and ensure adherence to the SLA.
- Provide platform configuration and data management services.
- Troubleshoot reported product and publisher issues.
- Identify and surface trending customer/product issues.
- Specialize in a product or a feature and become a Subject Matter Expert.
- Work cross-functionally with Client Success Managers, Platform Services, and technical teams.
- Ideate, build, and scale new ways of thinking about the value we are bringing to clients as well as our internal operational efficiency.
- Serve as a mentor/coach to more junior members of the PS&S team, including interns
- Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)
- Be a client-facing representative of Yext and ensure professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented mindset
Requirements:
- BA/BS degree or similar college-level Education or relative Work Experience
- 1+ years of professional work experience, ideally in a customer support/contact center environment
- Strong proficiency in Excel, SQL a plus
- Knowledge of ZenDesk
- Strong problem-solving orientation
- Proficient in data analysis and manipulation
- Detail-oriented, organized, process-driven
- The ability to think creatively about, analyze, and understand complicated and abstract ideas, working with a solutions-orientated mindset to solve issues.
- A knack for synthesizing technical concepts into digestible bits of information and effectively conveying this information to others
- Outstanding and effective interpersonal skills; along with a strong ability to communicate complex issues internally, across departments, and to our Enterprise clients
- Customer-facing experience preferred (retail, hospitality, online support, etc.)
- Evidence of leadership, outstanding track record, and/or peer recognition that separates you from others
- Ability to work quickly, independently, and accurately in a high-volume environment, with excellent time management skills
- Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills
- Strong computer skills, and the ability to adapt quickly and learn to new programs, products and procedures
- Ability to work 40 hours/week and overtime as needed.
