Support Specialist

About this role

Support answers candidates and recruiters — the account problems, the application questions, and the technical issues that need somebody to debug across a stack.

First response for candidates and recruiters. Most of what you deal with is someone anxious about an application, so how you write matters.

A large share of the people writing in are at an anxious point in their career and a slow or careless answer lands harder than it would elsewhere. That sets the tone for everything, including the escalation that has to be honest about how long a fix will take.

Primary responsibilities

• Answer candidate and recruiter questions across email, chat and phone
• Handle the account, application and access problems that make up most of the volume
• Escalate what needs escalating and stay with it until it is closed
• Keep the tone right — many of the people writing in are at an anxious point in their career
• Spot and report the recurring issue rather than answering it forty times

Skills required

Day to day this role works with Communication, Empathy and Ticketing.

• Clear, kind written English
• No prior support experience required
• Some experience in a customer support or customer-facing role
• Clear, calm written communication
• Comfort across email, chat and phone
• Judgement about when to escalate and the discipline to stay with it until closed
• The right tone for people at an anxious point in their career

Preferred