HireVue is the talent experience leader – accelerating the way organizations discover, engage, assess, and hire the best talent. Automating recruiter activities, HireVue connects companies and candidates anytime, anywhere. HireVue’s text-enabled end-to-end talent experience platform includes video interviewing, assessments and conversational AI. HireVue has hosted more than 30 million video interviews and 200 million chat-based candidate engagements for over 800 pioneering customers around the globe.

We are relentlessly focused on developing fair and objective hiring solutions to help our customers and their candidates, and we embrace this same focus of fair and objective hiring when we hire for our own team, striving to build a diverse and inclusive culture based on a foundation of respect and inclusion.

What will you be doing?

In this role, you will be a HireVue Hiring Assistant product Subject Matter Expert (SME) providing an enhanced level of engagement to targeted customers and users. This role can be complex as you will work closely with Customer Success Directors (CSDs) and their customers to solve client-specific challenges with their use of HireVue Hiring Assistant and other related products. Your engagements will lead to better-prepared customers, reduced support requests, valuable insights into process improvement, and potentially systemic changes for the client and HireVue. 

Who are we looking for?

We are looking for an individual who has impeccable soft skills that can win over our Customers with every interaction, but also the ability to work solo to troubleshoot and investigate. HireVue Hiring Assistant Technical Specialists exhibit a passion for providing the best possible customer experience through each interaction and striving to always improve the process. If you are self-motivated and passionate about being at the forefront of driving real change and value through one-on-one customer interactions, this is a great opportunity for you!

Key duties and responsibilities: 

• Prioritize and complete both regular, ongoing tasks alongside new incoming requests for customers to ensure their bot is maintained, and candidates are enhancing through the process as outlined

• Optimize, maintain and troubleshoot HireVue Hiring Assistant bots that solve customer challenges and provide candidates and users with an excellent and engaging experience

• Create enablement for the customer support team to better understand, investigate, and troubleshoot the HireVue Hiring Assistant

• Act as a first line of addressing customer needs, investigate/troubleshoot customer issues, partner with Product and Engineering to escalate and resolve complex issues or bugs, and act as a SME for CSDs when required

• Build out a process that is both scalable and efficient for Tier 2 customer support to troubleshoot and escalate issues related to HireVue Hiring Assistant

• Demonstrate the ability to balance multiple priorities, adapt to a constantly changing business environment, work independently, drive projects to completion, and meet deadlines in a fast-paced, highly dynamic environment.

• Partner closely with PS and CSD partners before a customer goes live with a new initiative to ensure we understand workflows, identify risks, and enable the Support team on nuances of the customer

• The Hiring Assistant landscape is constantly changing due to product/process updates. This role will require you to be comfortable with the ambiguous (or grey space) and be able to exhaust all resources for answers and to work cross functionally.

• Tier 2 technical support experience preferred
• 6+ months at HireVue
• Excellent interpersonal communication skills
• Expert written and verbal communication  skills
• Proficient with technology and navigating multiple systems including: 

           ○ Excel

           ○ Google Sheets

           ○ Django

           ○ JSON

           ○ Splunk

• Strong problem-solving skills and resourcefulness
• Effective collaboration skills for identified solutions
• Critical thinker who seeks to understand the end-to-end process and data flows
• A passion for customer partnership and collaboration to drive the success of our customers

Flexible Paid Time Off | Medical, Dental, Vision | 12 Weeks Maternity & Adoption | 401K match

Click Here for US Benefits

HireVue is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other category protected under the law. HireVue is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.All your information will be kept confidential according to EEO guidelines.

Here are some of the states where HireVue is currently hiring:

AL, AZ, CA, FL, GA, IA, ID, IL, IN, LA, MI, MN, MO, MS, MT, NC, NE, NM, NV, NY, OH, OK, PA, SC, TN, TX, UT, WA, WI.