Senior Support Analyst

Job Description

Our mission:
As the world’s number 1 job site, our mission is to help people get jobs. We need talented, passionate people working together to make this happen. We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers.
The team:
In Client Success, our promise is to deliver best in class service to our clients, partners, and teammates worldwide. We focus on collaboration, the ability to adapt to client needs, and a passionate approach to service. We help our clients navigate through the ever-changing recruitment advertising landscape. A successful Client Success team member at Indeed is a service-obsessed, tech savvy, data-oriented, and team focused professional that supports clients using our multiple advertising products.
An ideal person for this role is someone who thrives on building relationships, and executes with the client as the top priority. Our team members are true problem solvers who do not slow down until the perfect hiring solution is found. Every month, over 250 million job seekers count on Indeed to help them find jobs by publishing their resumes, processing their job applications, supplying company data, and providing a safe and secure job search platform. Our clients rely on us to connect them to qualified candidates for their job openings. Simply put, we help our clients help people get jobs.
The base salary range below represents the low and high end of the Indeed salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Indeed's total compensation package for employees. Other rewards include quarterly bonuses, Long Term Incentive Plan units, an open Paid Time Off policy, and many region-specific benefits.
New York City Metro Area Base Salary Range: 60,000 - 70,000 USD
Your job:
Indeed.com is seeking a Senior Support Analyst to act as a liaison between our client-facings teams and the Indeed Product and Engineering teams. The person in this role supports Client Success and Sales employees globally by supporting teammates, providing appropriate product solutions, and working with our technical teams to better understand issues and development methodologies. He or she also acts as a resource for Client Success and Sales management to effectively communicate regular larger bugs and escalations to the broader team.
The Senior Support Analyst will report to the Manager of BOSS Support and must be able to partner well with additional internal support teams. The successful candidate will have proven communication skills, the ability to proactively identify areas of improvement within internal processes and features, experience leading advanced technical investigations, and leadership in coordinating initiatives between various departments.
About you: Responsibilities:

• Proactively identifying and executing upon high-impact initiatives
• Leading meetings with Product & Global Product Commercialization
• Handling high-touchpoint technical issues & escalations
• Analyzing issue trends and synchronizes with relevant stakeholders
• Providing data analysis to the Team Lead and Voice of Customer team for process and feature improvements based on ticket volume and trends
• Creates queries and executes upon requests in IQL and SQL to provide technical solutions for the Product and CS orgs
• Identifying additional technical tools to provide faster, more tailored support to our stakeholders

Requirements:

• Developed relationships with Product Managers preferred
• Experience investigating, diagnosing, and leading highly technical investigations
• Proven ability to collaborate on cross-product technical issues
• Ability to pass an IQL test
• 1+ years of experience in BOSS Support. Or in a related field; 3+ years preferred.
• Experience working in fast-paced, entrepreneurial environment preferred
• Demonstrated ability to take initiative and be proactive
• Strong attention to detail and proven ability to multi-task effectively
• Strong sense of organization and being operational independently
• Bachelor’s Degree preferred

Indeed provides a variety of benefits that help us focus on our mission of helping people get jobs.
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