Technical Support Specialist

We’re excited to share that Yext has recently joined forces with Hearsay Systems, forming a unified organization that is stronger than ever. This strategic acquisition enhances our ability to deliver world-class solutions by combining industry-leading digital presence management with compliant engagement solutions across social media, text, and voice. As we begin this exciting new chapter together, we’re looking for passionate, driven individuals to help us integrate and continue to innovate in our shared mission.

This role will be part of the Hearsay team, now an integral part of Yext. 

At Yext, the Technical 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 best practices. 

As a Technical Support Specialist, you will be working with a diverse set of enterprise clients who have made an investment in Yext to manage their search experience across a network of maps, apps, social networks, directories, and search engines. Your role is to support those client’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 ideas 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 adherence to the SLA
• Provide platform configuration and data management services to our clients and partners
• Troubleshoot reported product and publisher issues to diagnose and provide 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 increase 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 cross-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!
• Ideate, 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 mindset

What You Have

• 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
• Detail-oriented, organized, process-driven 
• The ability to think creatively about, analyze, and understand complicated and abstract ideas, working with a solutions-orientated mindset to solve issues.
• A knack for synthesizing technical concepts into digestible bits of information and effectively conveying this information to others
• Outstanding and effective interpersonal skills; along with a strong ability to communicate complex 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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