Technical Support Engineer (Overnight Shift – from Sunday to Thursday)

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Job Description

Job Overview

As a Technical Support Engineer (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 Us

When 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

  • Work from Sunday to Thursday from 2am to 11am (Overnight shift)
  • 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 
  • Use superior 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
  • Address and resolve customer concerns and issues in a timely manner via ticketing system and phone
  • Document all events and interactions in SalesForce by creating, tracking, and closing cases when issues are resolved
  • 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 and document examples of software bugs
  • Responsible for learning iCIMS’ platform and ancillary products quickly and providing accurate information about them to our customers

Qualifications

  • 2+ years of technical support experience
  • Multilingual in French and English
  • Understanding of the roles and responsibilities of an HR professional
  • Learning time management capabilities
  • Demonstrated ability to have difficult conversations
  • Accountability to technical issues and customer experience/resolution
  • Ability to manage multiple persona types
  • Ability to be flexible in work schedule; including nights

Preferred

  • BA/BS, AA, or equivalent in Technology and/or related fields.
  • Strong understanding of web-browser-based technologies.
  • Experience with HRIS, CRM, and/or ATS.

EEO Statement

iCIMS 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.