Customer Support Specialist

About the Role

Radancy is seeking dedicated, customer-focused Customer Support Specialists to join our Global Customer Support Team, with a focus on our Hiring Events platform. This role involves providing expert support across multiple Radancy solutions, acting as a key partner to customers in their daily platform usage. We are looking for strong communicators and problem-solvers adept at building relationships, resolving inquiries, and ensuring a seamless event experience. Customer Support Specialists will adopt a proactive, consultative approach, collaborating with clients and internal teams to offer guidance, answer questions, and deliver exceptional support in a dynamic environment.

Key Responsibilities

• Develop deep product, technical, and functional knowledge of Radancy's Talent Acquisition Cloud and its features.
• Assist customers and users by offering expert guidance on the functional and technical aspects of products, troubleshooting issues, and providing timely solutions.
• Work directly with customers and users, ensuring timely response and resolution times, meeting or beating SLAs.
• Confirm accuracy on all work prior to closing tickets.
• Set up and maintain users, user profiles, workflow rules, and application settings.
• Work closely with development teams to identify, report, and resolve product issues and submit customer enhancement requests.
• Adhere to established escalation protocols for complex or high-priority issues, coordinating with senior support staff or technical teams as needed.
• Provide standard training and hands-on support to end users.
• Ensure all customer issues and interactions are logged accurately and comprehensively in the ticketing system, tracking progress, resolutions, and follow-up actions.
• Support a wide range of customers across various industries, focusing on consistency, responsiveness, and knowledge sharing.

Requirements & Tech Stack

• Fluency in English (both spoken and written) is required.
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Ability to work independently to determine the best approach and action for customer outcomes.
• Ability to plan, organize, prioritize, and solve problems, seeking help when necessary.
• Accountability and a sense of urgency.
• Experience with JIRA, Zendesk, understanding of HTML, CSS, JavaScript as well as XML and APIs are all a plus.
• Knowledge of software development methodologies (Scrum, Agile, Waterfall, etc.) a plus.

Qualifications

• Bachelor’s Degree in Communications, Computer Science, Business or equivalent work experience.