Product Specialist, Yext
Digital media technology services
Be an early applicant
Digital media technology services
1001+ employees
Be an early applicant
1001+ employees
Company mission
To transform the enterprise with AI search.
Role
Who you are
- The ideal candidate for this role must have at least 3 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies. Experience with APIs, Implementation Management and/or Project Management desired
- At least 3 years of relevant technical support experience within the B2B, SaaS, and/or FinTech industry assisting Enterprise customers of Fortune 1000 companies via phone
- Experience with APIs, Implementation Management and/or Project Management desired
- Successful record of going above and beyond your job description to better our relationships with customers and vendors
- Understand and use common social media and digital tools, as well as demonstrate an ability to triage applications at an in-depth level
- Can easily navigate customers through a variety of complex and technical obstacles
- Excellent prioritization skills and an ability to make decisions quickly
- Real passion for customer service and a rare ability to understand enterprise customer needs
- You care about your work, and you strive to deliver in a timely manner
- Knowledge of Zendesk, JIRA, Looker, and Intercom a plus
- Stellar verbal and written communication in English
- Ability to think on one's feet and find creative solutions at an application and account level
- Excellent teammate with a positive attitude and a strong sense of self-direction and the ability to work across all internal teams and influence coworkers
- Amenable to working between 9:00AM to 6:00PM Pacific Time
What the job involves
- Working hours are between 9:00AM to 6:00PM Pacific Time
- Join the Hearsay Systems Customer Support team as an exceptional Product Specialist (Technical Support) and help us deliver an outstanding customer experience!
- At Hearsay Systems, we take pride in providing our users with a delightful customer experience and our Customer Support team is at the forefront of it
- We enjoy helping, strategizing, and chatting with our customers, and ultimately, making them successful
- Understand and act as a first point of contact for Hearsay products and applications
- Own the customer experience by effectively prioritizing and addressing support-related questions in our Zendesk ticketing system
- Liaise with the Customer Success, Engineering, and Product teams to pass along customer feedback, account trends, and escalating and quickly resolving issues
- Comfortable with ambiguity and working alone on tough assignments
- Willingness to proactively act, without being asked to help
- Ability to maintain composure and customer focus while troubleshooting and solving technical issues
- Consistently attain Hearsay's target customer satisfaction score
- Maintain SLAs
- Maintain a thorough knowledge and understanding of the Hearsay platform across the organization and down to individual clients
- Execute our support strategy and build stellar relationships with our customers
- Demonstrate deep execution focus by achieving quarterly goals at the team level
- Focus on continuous team improvement by onboarding new team members providing and receiving specific feedback
Our take
Yext seeks to bridge the gap between the online and physical worlds for clients, including FedEx and Citibank, by providing a means of updating company information like store hours, across a multitude of secondary sites.
Yext's view is that the way people use the internet is moving more and more towards people wanting to get answers to questions with as little friction as possible. The company is building a suite of technological solutions to help companies serve up answers to people's questions more easily.
Yext has remained focused on updates and advancements to progress its features, such as the 2023 launch of its conversational AI - Yext Chat - fueling the company's emphasis on building and managing its customer and employee search experiences.
Freddie
Company Specialist at Welcome to the Jungle
Insights
22% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Feb 2016
$0.5m
LATE VC
Jun 2014
$50.3m
SERIES F
Total funding: $118.3m
Company benefits
- Comprehensive Benefits Programme
- Work From Anywhere
- Stay Informed
- Invested in Your Wellbeing
- Go Beyond Work-Life Balance
- Upward Mobility
Company HQ
Chelsea, New York, NY
Leadership
Brian Distelburger
(Co-Founder)Has served the company in a variety of Executive roles, including President & COO and CRO. Former Director at Traffix and COO at Consumer Digital.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 23 more jobs at Yext