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Technical Support II

Remote, United States
Services - Customer Success, Customer Support & Enablement | Perm Full-time


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Job Description

Jobvite, an Employ brand, is an end-to-end Talent Acquisition Suite that takes a marketing-first approach to intelligently attract dream candidates, automatically screen for the highest quality, engage employees invested in the future, and retain the people who care the most about your organization by combining the power of AI and the human touch. Jobvite is proud to serve a broad range of customers including Zappos, JPMorgan Chase, Ingram Micro, Trek Bikes, and Panasonic. 


What You Will Do:

  • Serve as front line contact for customers 9:00 pm est - 6:00 am est by providing support through all our inbound channels including telephone calls, emails, live web chat as required.
  • Support our customers with more complex issues requiring deeper functional and technical knowledge.
  • Manage support cases to resolution and engage other teams as appropriate.
  • Identify, troubleshoot, resolve, and document resolution of issues encountered by Jobvite customers through use of internal support tools and knowledgebases
  • Contribute to technical and functional solutions (issue/resolution and question/answer) by documentation through KCS Methodology in Support Knowledgebase
  • Ensure the client is fully satisfied with the information provided and resolution.
  • Adhere to our internal SLAs to ensure we communicate at the appropriate frequency and the customer always feels aware of the case status.
  • Act as a mentor and coach to less experienced members of the team to aid their learning and development.
  • Other tasks as required.


What Will You Bring:

  • 2+ years’ experience working with customers to diagnose and resolve questions and issues
  • Experience in providing frontline software support highly preferred
  • Excellent written and verbal communications skills are a must
  • Strong customer service skills are a must
  • Experience documenting resolutions
  • Strong analytical, debugging, and diagnostic troubleshooting skills
  • Strong interpersonal and time management skills
  • Proven ability to quickly learn & adapt to new technologies and applications
  • Proven ability to apply knowledge to diagnose problems and distill complex information into simple instructions for customer use & understanding.
  • Ability to effectively prioritize and escalate customer issues as required
  • Ability to multitask and prioritize tasks


About Employ:

Employ empowers organizations of all sizes to overcome their greatest recruiting and talent acquisition challenges. Offering a combination of purpose-built intelligent software technologies, services, and industry expertise, Employ provides businesses of all sizes with powerful solutions for recruiting a diverse workforce. Through its JazzHR, Lever, and Jobvite technologies, and NXTThing RPO services, Employ serves more than 12,000 customers across all industries. For more information, visit


Jobvite is an Equal Opportunity employer.

Jobvite is an EVerify employer.