SALARY RANGE

US Remote 25.00 - 31.25 USD per hour

Austin 25.00 - 31.25 USD per hour

NYC Metro Area 27.40 - 34.13 USD per hour

SF Bay Area 31.25 - 39.90 USD per hour

YOUR JOB

The Support Analyst investigates technical problems and interfaces between our Client Success / Sales and engineering teams to solve and prioritize minor to critical bugs. The person in this role supports front-line employees through the use of backend tools, systems, and their critical thinking skills in building a case and raising awareness on high impact problems to ensure quick resolution. As a product expert, you would have a deep understanding of Indeed’s product suite and use that knowledge to solve problems faced by Client Success, Sales, or other internal stakeholders. Partnering with multiple cross-functional teams, you would use your communication skills to persuade and coordinate initiatives, as well as supporting our incident process in collaboration with Business Communication for outage notifications. 

The Support Analyst will report to BOSS Support Management and must be able to partner well with other internal support teams. The successful candidate will have excellent critical thinking, technical, and communication skills, with the ability to learn the technical workings of Indeed’s systems and tools, as well as proven experience working independently, prioritizing tasks, and providing other technical support as needed.  

RESPONSIBILITIES:

• Meet or exceed daily/weekly performance metrics as identified by Management

• Readily available via work channels such as Slack, email, & other work productivity tools

• Intermediate ability to troubleshoot technical problems & identify product break/fix issues requiring Product or Engineering attention, while solving expected behavior and/or user error cases

• Demonstrate beginner level proficiency in querying databases (e.g SQL, Indeed QL or other database query languages) to triage and/or aggregate data to drive resolution with internal teams (Product, Engineering, GPC) on behalf of clients & client facing teams

• Apply critical thinking to identify logical next steps to resolve cases in a timely manner

• Intermediate ability to use Standard Operating Procedures (SOPs) to resolve issues in a timely manner and ensure case management procedures are followed, including documenting which SOP was used for case resolution

• Provide timely updates of case status to internal & external interested parties in accordance with Interdepartmental Service Agreements (ISAs)

• Analyze case(s) to determine the correct priority of issues based on either volume of cases and/or impact to revenue per SOPs; use priority determination to drive resolution of the issue(s) with internal teams (Product and Engineering) per ISAs

• Stay current on product updates & other trainings that will help improve job efficiency

• When accessing internal systems containing PII & sensitive information, ensure all policies, laws, & guidelines are abided by in the use & management of such information 

• Ensure adequate communication occurs when outages are identified by alerting either the Team Lead or a Manager, update case(s) to reflect current escalation status

• Collaborate with BOSS Tech Leads to prioritize bug reports & product improvements

• Collaborate with BOSS Team leads to improve team workflows & processes

WHO YOU ARE

REQUIREMENTS:

• 2+ years of experience working in fast-paced, data-focused, and investigative environment 

• 1+ years experience with Salesforce; experience with cases preferred

• 1+ years experience using JIRA to submit, review, and update tickets

• Experience supporting, troubleshooting, & learning products/features through product life cycles

• Experience supporting SAAS platforms with automated communication features & video/audio components such as Zoom, WebEx or other related technologies

• Experience working with large complex clients to routinely provide status updates and/or resolution details in a timely manner

• Tech savvy, with a proven ability to use technical solutions to solve complex problems

• Advocate on behalf of clients to resolve technical issues in accordance with Interdepartmental Service Agreements

• Demonstrated investigative and problem solving skills with the ability to analyze large data sets to come to conclusions and determine the best solution for real-world problems

• Proven critical thinking skills

• Ability to manage a high number of open cases and maintain follow-up until resolution

• Demonstrated ability to gather and quantify evidence needed to fully investigate and solve reported issues

• Ability to distinguish between legitimate product bugs and user error/external root causes

• Excellent verbal/written communication skills, with the ability to explain technical concepts in business terms, & translate business needs to technical requirements

PREFERRED:

• Degree or certification in IT related field

• Familiarity with data aggregation from one source to another

WHO WE ARE

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.

OUR MISSION

As the world’s number 1 job site*, our mission is to help people get jobs. We strive to cultivate an inclusive and accessible workplace where all people feel comfortable being themselves. We're looking to grow our teams with more people who share our enthusiasm for innovation and creating the best experience for job seekers.

(*comScore Total Visits, September 2021)

SALARY RANGE DISCLAIMER

The base salary range represents the low and high end of the Indeed salary range for this position. Actual salaries will vary depending on 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 may include quarterly bonuses, Restricted Stock Units (RSUs), an open Paid Time Off policy, and many region-specific benefits.

EQUAL OPPORTUNITIES AND ACCOMMODATIONS STATEMENT

Indeed is a proud equal opportunity employer. We are deeply committed to building a workplace and global community where inclusion is not only valued, but prioritized. We are committed to creating an environment where all employees feel included and have a strong sense of belonging. All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity or expression, family/marital status, refugee or immigration status, sexual orientation, national origin, genetics, neuro-diversity, disability, age, veteran status, or any other non-merit based or legally protected grounds.

We encourage people from all backgrounds to apply and join us in our mission of helping people get jobs.Indeed is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please contact Talent Attraction Help at 1-855-567-7767, or by email at TAhelp@indeed.com at least one week in advance of your interview.

FAIR CHANCE HIRING

We value diverse experiences, including those who have had prior contact with the criminal legal system. We are committed to providing individuals with criminal records, including formerly incarcerated individuals and individuals with arrest or conviction records, a fair chance at employment. We also comply with state and local requirements such as the San Francisco Fair Chance Ordinance.

OUR POLICIES AND BENEFITS

View Indeed's Applicant Privacy and Accessibility Policies - https://www.indeed.com/legal/indeed-jobs 

Learn about our global employee perks, programs and benefits - https://benefits.indeed.jobs/  

Where legally permitted, Indeed requires all individuals attending or working out of Indeed offices or visiting Indeed clients to be fully vaccinated against COVID-19. For positions that can only be performed at an Indeed office, candidates must be fully vaccinated against COVID-19 and present acceptable proof of vaccination by the date of hire as a condition of employment.  Indeed will consider requests for reasonable accommodation as required under applicable law. To qualify as being fully vaccinated against COVID-19 there should have been a two week period after receiving the second dose (or any government recommended booster shot) in a 2-dose COVID-19 vaccine series, or a two week period after receiving a single-dose (or any government recommended booster shot) in a single dose COVID-19 vaccine.

At Indeed, our mission is to help all people get jobs. We have more than 11,000 global employees passionately pursuing this purpose and improving the recruitment journey through real stories and data.

We're looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers and employers.