Support-902
Description
Job Title: Support Representative (Applicant Tracking System – ATS)
Overview
We are seeking a customer-focused Support Representative to help deliver exceptional service to users of our Applicant Tracking System (ATS). In this role, you will assist recruiters, hiring managers, and HR teams by resolving product issues, answering questions, and ensuring a seamless hiring experience.
We are seeking a customer-focused Support Representative to help deliver exceptional service to users of our Applicant Tracking System (ATS). In this role, you will assist recruiters, hiring managers, and HR teams by resolving product issues, answering questions, and ensuring a seamless hiring experience.
Key Responsibilities
- Provide timely, high-quality support via email, chat, and/or phone
- Troubleshoot and resolve customer issues related to the ATS platform
- Guide users on product features, workflows, and best practices
- Document customer interactions and solutions in the support system
- Escalate complex technical issues to engineering or product teams as needed
- Identify recurring issues and contribute to knowledge base articles and FAQs
- Collaborate with Product and Customer Success teams to improve the user experience
Qualifications
- 1–3 years of experience in customer support, preferably in SaaS or HR technology
- Strong problem-solving and communication skills
- Ability to quickly learn new software and explain technical concepts clearly
- Familiarity with recruiting processes or ATS platforms is a plus
- Comfortable managing multiple requests in a fast-paced environment
Preferred Skills
- Experience with ticketing systems (e.g., Zendesk, Freshdesk)
- Basic understanding of integrations, APIs, or data troubleshooting
- Empathy for customers and a passion for helping others succeed
What Success Looks Like
- High customer satisfaction (CSAT) scores
- Fast, accurate resolution of support tickets
- Proactive identification of product improvements and user pain points
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We are an E-Verify employer where mandated by State or Federal contracts.
For more information, please click on the following links:
E-Verify Participation Poster: English | Spanish
E-Verify Right to Work Poster: English | Spanish