Job OverviewAs an Associate Technical Support (TSE), you will have the extraordinary opportunity to combine creative problem-solving, provide an extraordinary customer experience, and apply technical skills in one role! As a member of our 24x7 Customer Support team, you will provide a service experience second to none as you help our customers address their problems head-on and crush any technical obstacles in their path. You will be supported by our internal best-in-class team, receiving ample training and development opportunities to help get you up and running and ready for primetime.
About UsWhen you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
Responsibilities- Provide technical and/or consultative support to customers regarding iCIMS platform, integration products, and methodologies
- Conduct root-cause analyses and provide customized solutions to customers aligned with their internal processes by analyzing, prioritizing, troubleshooting, and resolving or facilitating resolutions for primary and ancillary products
- Demonstrate excellence in customer service skills by keeping a positive, caring, can-do attitude for our customers
- Address, troubleshoot, and resolve customer concerns and issues in a timely manner
- Troubleshoot customer issues using remote desktop software.
- Interact with customers through phone and email to address and resolve concerns and issues
- Dedicate yourself to the success and satisfaction of our customers
- Re-create and solve customer problems within our Applicant Tracking Software (ATS)
- Re-create, document, and manage examples of software bugs
- Responsible for learning iCIMS’ platform and ancillary products quickly and providing accurate information about them to our customers
- Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies
Qualifications- 6+ Months of work experience in a customer service role
- Must have good working knowledge of Windows/Mac OS and its components
- Strong customer relations skills
- Strong written and verbal communication skills
- Capacity to control an interaction in a consultative way
- Capable of multi-tasking in a fast-paced work environment
- Strong knowledge of web-browser based technologies
- Ability to be flexible in work schedule; including nights and weekends.
Preferred- Experience with HRIS, CRM and / or ATS is a plus
EEO StatementiCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at careers@icims.com.
Compensation and BenefitsWe accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.
The anticipated pay range for this position is $50,000 - $55,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law.
Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits
