Yext (NYSE: YEXT) is the leading digital presence platform for multi-location brands, with thousands of customers worldwide. With one central platform, brands can seamlessly deliver consistent, accurate, and engaging experiences and meaningfully connect with customers anywhere in the digital world. Our AI and machine learning technology powers the knowledge behind every customer engagement, which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a ‘Best Place to Work’ globally by industry leaders such as Built In, Fortune, and Great Place To Work®!

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.

This is a fully remote, home-office position in the Philippines.

**Please note: Working hours are between 9:00PM to 9:00AM Manila 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.

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.

What You'll Do

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 via the phone and Zendesk ticketing solution
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

What You 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 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 9:00PM to 9:00AM Manila Time

Yext is committed to building an inclusive and diverse culture where every person is seen, heard, and valued. We believe in equal employment opportunity and welcome employees and applicants of all races, colors, ethnicities, religions, creeds, national origins, ancestries, genetics, sexes, pregnancy or childbirth, sexual orientations, genders (including gender identity or nonbinary or nonconformity and/or status as a trans individual), ages, physical or mental disabilities, citizenships, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. It is Yext’s policy to provide reasonable accommodations to people with disabilities as required by law. If you have a disability that requires an accommodation in completing this application, interviewing, or participating in the employee selection process, please complete this form.

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