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Indeed Hiring for Support Analyst (Hourly) at United States Full Time
Your Job
Our SCS Tech Services teams provide the internal technical and operational support our global client success and sales partners use to better serve the small, medium, and large employers who work with Indeed for their hiring needs.
Business Operations and Support Solutions [BOSS] Support is a global support organization providing follow-the-sun product and outage support for Indeed Sales & Client Success teams as well as other internal stakeholders. This team is responsible for triaging, cataloging, and ultimately solving highly technical product & platform issues for any internal or external product at Indeed. Additionally, this team interfaces with Product and Engineering teams to advocate on behalf of Sales & Client Success and assist in fix planning & prioritization.
Your job.
In this role you would be a Support Analyst investigating technical problems and interfacing between our Client Success, Sales and engineering teams to solve and prioritize minor to critical bugs. The person in this role supports front-line employees through the use of backend tools, systems and their critical thinking skills in building a case and raising awareness on high-impact problems to ensure quick resolution. As a product expert, you would have a deep understanding of Indeed’s product suite and use that knowledge to solve problems faced by internal stakeholders. Partnering with multiple cross-functional teams, you would use your communication skills to persuade and coordinate initiatives, as well as supporting our incident & outage process in collaboration with Business Communication.
The Support Analyst will report to BOSS Support Management and must be able to partner well with other internal support teams. The successful candidate will have excellent critical thinking, technical, and communication skills, as well as proven experience working independently and prioritizing tasks. As business needs evolve, this role demonstrates flexibility by rapidly learning new issue types, systems and tools across the Indeed product suite.
Responsibilities:
- Troubleshoot technical problems and identify real issues requiring Product or Engineering attention, while filtering out issues that are expected behavior or user error
- Analyze data from Indeed’s internal databases to solve real problems (e.g SQL or Indeed’s own query language, IQL) and make judgment calls on prioritization
- Apply critical thinking to the validity or accuracy of data to find the right solution
- Develop data driven cases for high priority issues and advocate on behalf of Sales/CS with internal teams to influence resolution (Product, Engineering, GPC)
- Stay current on product updates, changes, and tests that could affect front line teams, working closely with other BOSS team members to ensure internal knowledge bases are kept current.
- With access to multiple internal systems containing PII and sensitive information, ensure all policies, laws, and guidelines are abided by in the use & management of such information
- Report & manage outages through BOSS’s internal incident process to ensure timely communication to front-line teams, working closely with our engineering & site reliability partners to pursue quick resolution
- Collaborate with BOSS Technical Leads to prioritize bug reports and product improvements and with BOSS Team leads to improve team workflows and processes
- Communicate investigative discoveries with teammates & engineering to improve knowledge sharing & empowerment
- Support evolving business needs and volume by acquiring targeted expertise across multiple product types and tools
Who You Are
Requirements:
- 2+ years of experience working in fast-paced, data-focused, and investigative environment
- 1+ years experience with Salesforce; experience with cases preferred
- 1+ years experience with JIRA platforms
- Tech savvy, with a proven ability to use technical solutions to solve complex problems
- Proven advocate for client problems of high impact with an understanding of how to communicate that impact with data
- Demonstrated investigative and problem solving skills with the ability to analyze large data sets to come to conclusions and determine the best solution for real-world problems
- Proven critical thinking skills
- Ability to manage a high number of open cases and maintain follow-up until resolution
- Demonstrated ability to gather and quantify evidence needed to fully investigate and solve reported issues
- Ability to distinguish between legitimate product bugs and user error/external root causes
- Excellent verbal/written communication skills, with the ability to explain technical concepts in a simple way to non-technical audiences, as well as the ability to express the needs of clients / client-facing teams to our Product teams
Preferred:
- Degree or certification in IT-related field
- Practical experience using data querying languages (e.g SQL)
Who we are
Our Client Success team provides expert support to our clients, partners and fellow teammates around the globe. We focus on collaboration, the ability to adapt to client needs, and a passionate approach to service.
Our Mission
As the world’s number 1 job site*, our mission is to help people get jobs. We strive to cultivate an inclusive and accessible workplace where all people feel comfortable being themselves. We’re looking to grow our teams with more people who share our enthusiasm for innovation and creating the best experience for job seekers.
(*comScore Total Visits, September 2021)
Salary Range Disclaimer
The base salary range represents the low and high end of the Indeed salary range for this position. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Indeed’s total compensation package for employees. Other rewards may include quarterly bonuses, Restricted Stock Units (RSUs), an open Paid Time Off policy, and many region-specific benefits.
Salary Range Transparency
US Remote 25.00 – 31.25 USD per hour
Austin 25.00 – 31.25 USD per hour
NYC Metro Area 27.40 – 34.13 USD per hour
SF Bay Area 31.25 – 39.90 USD per hour
Equal Opportunities and Accommodations Statement
Indeed is a proud equal opportunity employer. We are deeply committed to building a workplace and global community where inclusion is not only valued, but prioritized. We are committed to creating an environment where all employees feel included and have a strong sense of belonging. All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity or expression, family/marital status, refugee or immigration status, sexual orientation, national origin, genetics, neuro-diversity, disability, age, veteran status, or any other non-merit based or legally protected grounds.
We encourage people from all backgrounds to apply and join us in our mission of helping people get jobs.Indeed is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please contact Talent Attraction Help at 1-855-567-7767, or by email at [email protected] at least one week in advance of your interview.
Fair Chance Hiring
We value diverse experiences, including those who have had prior contact with the criminal legal system. We are committed to providing individuals with criminal records, including formerly incarcerated individuals and individuals with arrest or conviction records, a fair chance at employment. We also comply with state and local requirements such as the San Francisco Fair Chance Ordinance.
Our Policies and Benefits
View Indeed’s Applicant Privacy and Accessibility Policies – https://www.indeed.com/legal/indeed-jobs
Learn about our global employee perks, programs and benefits – https://benefits.indeed.jobs/
Where legally permitted, Indeed requires all individuals attending or working out of Indeed offices or visiting Indeed clients to be fully vaccinated against COVID-19. For positions that can only be performed at an Indeed office, candidates must be fully vaccinated against COVID-19 and present acceptable proof of vaccination by the date of hire as a condition of employment. For positions that require some in-office work or in-person client meetings, exceptions to these in-office or in-person job requirements may be made at the discretion of the business through June 2022, at which point full vaccination will be required. Indeed will consider requests for reasonable accommodation as required under applicable law. To qualify as being fully vaccinated against COVID-19 there should have been a two week period after receiving the second dose (or any government recommended booster shot) in a 2-dose COVID-19 vaccine series, or a two week period after receiving a single-dose (or any government recommended booster shot) in a single dose COVID-19 vaccine.
Reference ID: 41285
