Support Analyst
Detroit, Michigan
Customer Support /
________This is an example________
PLEASE READ: these jobs are testing jobs of Lever's testing environment - please do not apply for this job.
Lever was founded ten years ago to tackle the most strategic challenge that companies face: how to recruit and hire top talent. We’re building the next generation of hiring software that companies like Netflix, Yelp, Cirque du Soleil, Shopify, and Spotify rely on to grow their teams. We've rethought the talent acquisition paradigm and are the innovation leaders in our space and looking for the right people to join us as we scale. We’re extraordinarily proud of the company we’ve built so far (not to mention humbled to be recognized as the #1 place to work in San Francisco, as well as a top workplace in the entire United States). Our people are Lever’s biggest competitive advantage and we’ll continue investing in our “Leveroos” and people-first culture.
Lever Demo is looking to add a Support Analyst to the team. As a Support Analyst, you’ll work to ensure our global customer support teams are upholding the Lever Demo Guarantee and delivering world-class customer support. Support Analysts are responsible for reviewing and scoring customer support communications for policy and guideline adherence. Additionally, based on reviewed tickets, Support Analysts will make recommendations for improving the customer experience as well as identify training opportunities for the teams. Because our primary method of communication with customers occurs via messaging in our apps, Support Analysts must be incredibly detail-oriented with excellent written and verbal communication skills.
Responsibilities
- Review daily queues of tickets from our global customer support teams and score them based on a set of criteria.
- Work independently, effectively prioritize and manage your time to ensure you’re reviewing the necessary amount of daily tickets.
- Learn, utilize, and multitask across a variety of tools to view account information, research and review policies while evaluating tickets.
- Communicate effectively with internal leadership to identify customer pain points and propose solutions to policy, user experience, or other areas for improvement.
- Assist in the development of training materials to address identified areas for improvement.
Requirements
- 1-2 years experience in a related customer support role
- Minimum 1 year in a quality assurance related role
- Excellent written and verbal communication skills
- Ability to identify and communicate trends
- Passionate about providing incredible customer support and solving problems
- Experience providing technical/troubleshooting support for e-commerce, Internet services or software a plus
- Sense of humor!
THE LEVER STORY
Lever builds modern recruiting software for teams to source, interview, and hire top talent. Our team strives to set a new bar for enterprise software with modern, well-designed, real-time apps. We participated in Y Combinator in summer 2012, and since then have reached our Series D, raising more than $120 million. As the applicant tracking system of choice for Netflix, Atlassian, KPMG, and McGraw-Hill Education, and thousands more leading companies, Lever means you hire the best by hiring together.
Lever is an equal opportunity employer. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives. Learn more about our team culture and commitment to diversity and inclusion.
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