Technical Support Lead

Description :

Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space.

We have grown into a global organization with offices in 6 countries and over 1,500 employees.

As an HR tech unicorn organization, innovation and creativity is within our DNA.

Come help us make every talent moment Phenomenal!.

Job Description :

We are looking for an outstanding Technical Support Lead to become an Integration Experience (IX) Subject Matter Expert within our Global Customer Care team.

The Phenom Technical Support Lead will deliver our customers with a phenomenal support experience.

This technical role allows you to learn more about integration between Applicant Tracking Systems (ATS) and Phenom.

You will be solving client problems, addressing client escalations, providing proactive support advice and process updates, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers and solve more problems.

You will own and manage the customer experience via phone and written communication.

You will collaborate with other subject matter experts, Engineering (Product Groups), or Management.

At Phenom People youll have the opportunity to wear a lot of hats.

Additional responsibilities, needs, or projects can vary each day, so youll need to be flexible and willing to serve the team in whatever capacity may be needed.

This is one more reason why people say they enjoy working here!.

Your Qualifications :

• You have familiarity with Applicant Tracking Systems (ATS) and the candidate journey within the recruitment sector.
• You are a critical thinker, quick learner, and can adapt in an agile fast paced environment.
• You have excellent problem solving skills that allows you to understand complex and ambiguous problems.
• As a Technical Support Lead in this role, we need a candidate who can understand our complex integration infrastructures on a deep technical level, can use our support tooling, and recommend new tools and / or enhancements for existing tools.
• You excel in troubleshooting and demonstrate curiosity in all aspects of problem solving.
• You are skilled in providing superior customer support across a complex organization.
• You obsess over customer experience.
• You have excellent written and verbal communications skills.
• You can work independently using the knowledge base.
• You have strong collaboration skills and experience working with cross-functional teams.
• You are passionate about integration infrastructure, self help, technical documentation and have a deep understanding about Knowledge Centered Service (KCS).

What Youll Be Doing :

Shifts : We operate 24x7 which can involve working during one of the below shifts (not limited to shift timing might change based on business requirements).

Work Experience :

Benefits :

Diversity, Equity, & Inclusion :

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences.

Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done.

Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!.

(ref : hirist.tech)