Technical Integration Support Representative

Company Description

SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.

SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.

Job Description

Our customers are looking to transform their talent operations and processes to meet their evolving business priorities. Through the value of the SmartRecruiters’ Talent Acquisition Suite and professional services, we are positioned to deliver on their needs and ensure they acquire the best talent to achieve business success.

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
• Follow standard operating procedures
• 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

Additional Information

SmartRecruiters is proud to be an Equal Employment Opportunity 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.