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Form of workAt Yext, the Support Team is a group of technically savvy, social people who enjoy helping customers and solving complex problems. Core responsibilities include assisting our Clients on the Yext platform, troubleshooting escalated technical issues in real-time and providing standard processes.
As a Support Specialist, you will be working with a diverse set of enterprise clients who have made an investment in Yext to run their search experience across a network of maps, apps, social networks, directories, and search engines. Your role is to support those clients's post-sale technical relationships, by becoming a technical expert in Yext products, internal processes, and the needs of our customers. Yext provides a very dynamic environment with a lot of opportunities for you to expand your skill set and grow.
The ideal candidate is proactive, positive, curious, and flexible, a person open to new insights and ways of working.
What You'll Do- Provide post-implementation technical and consultative support, that is prompt, friendly, and accurate, to our SMB, Partner, and Enterprise clients via email, phone, and chat
- Develop ticket management strategies and ensure alignment to the SLA
- Provide platform configuration and data management services to our clients and partners
- Troubleshoot reported product and publisher issues to diagnose and deliver accurate, valid, and complete information to our customers, escalating bugs to internal Yext teams
- Identify and surface trending customer/product issues, drive UI/UX improvements and new functionality by surfacing client feedback to Product with a focus on potential solutions
- Help improve efficiency by creating Macros for repeat requests and contributing to new articles on the Help Center.
- Specialize in a product or a feature and become a Subject Matter Expert by attending training sessions and documenting new features and behaviors
- Work multi-functionally with Client Success Managers, Platform Services, and technical teams at Yext to deliver exceptional service, and ensure we are exceeding client expectations - every time!
- Conceptualize, build, and scale new ways of thinking about the value we are bringing to clients as well as our internal operational efficiency.
- Serve as a mentor/coach to more junior members of the PS&S team, including interns
- Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA),Customer Satisfaction (CSAT), productivity (solves/AHT)
- Be a client-facing representative of Yext and ensure professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented attitude
- BA/BS degree or similar college-level Education or relative Work Experience
- 1+ years of professional work experience, ideally in a customer support/contact center environment
- Strong proficiency in Excel, SQL a plus
- Knowledge of ZenDesk
- Strong problem-solving orientation
- Proficient in data analysis and manipulation
- Meticulous, organized, process-driven
- The ability to think creatively about, analyze, and understand complicated and abstract ideas, working with a solutions-orientatedmentalityt to solve issues.
- An interest in synthesizing technical concepts into digestible bits of information and effectively conveying this information to others
- Outstanding and effective interpersonal skills; along with a solid ability to communicate sophisticated issues internally,across departments, and to our Enterprise clients
- Customer-facing experience preferred (retail, hospitality, online support, etc.)
- Evidence of leadership, outstanding track record, and/or peer recognition that separates you from others
- Ability to work quickly, independently, and accurately in a high-volume environment, with excellent time management skills
- Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills
- Strong computer skills, and the ability to adapt quickly and learn to new programs, products and procedures
- Ability to work 40 hours/week and overtime as needed.
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The base salary at the time of hire for this position is expected to be between $45,900-$91,000. Pay ranges at Yext are established based on an analysis of salaries for positions with a similar level of accountability and impact in the relevant labor market. Salary levels are expected to change to reflect an employee's job performance (results and impact) over time. Salaries at the time of hire are typically offered in the lower to middle of the above-referenced range in order to provide the opportunity to reflect performance-based increases over time. In addition to base salaries, employees at Yext are typically eligible for a comprehensive package of benefits, and successful candidates may also be eligible for equity (stock) based compensation and/or variable pay programs based on performance relative to goals and targets.
