SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.

We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.

SmartRecruiters enables Hiring Without Boundaries™ by freeing talent acquisition teams from legacy applicant tracking software. SmartRecruiters’ next-generation platform serves as the hiring operating system for 4,000 customers like Bosch, LinkedIn, Skechers, and Visa. Companies with business-critical hiring needs turn to SmartRecruiters for best-of-breed functionality, world-class support, and a robust ecosystem of third-party applications and service providers.

Our customers want to transform their talent operations and processes to meet their evolving business priorities. Through the value of the SmartRecruiters’ Talent Acquisition Suite and professional services, we are positioned to deliver on their needs and ensure they acquire the best talent to achieve business success.

As a  Managed Services Consultant, you will be working with  our largest enterprise customers. Many of them are looking to disrupt their recruiting and HR processes, and this role helps make that a reality. You will be responsible for helping manage client’s administration of their system and consult on changes requested to the system for their instance. It is a rewarding role that allows you to redefine how teams manage talent across their entire organization ensuring that issues and requests are analysed, evaluated, and implemented as requested. Below are the main responsibilities, however you may be asked to perform other related tasks.

Responsibilities 

• Work with the Technical Services Manager and clients to plan, coordinate and deliver the Admin-as-a-Service solution to help support their system.
• Liaise with the Client when there is clarification needed to ensure a request is fully understood and the impact assessed correctly, ensuring the client clearly understands the request fully.
• Advise clients on new features and how they could be implemented and enhance their systems usage and experience.
• Regularly communicate with the Technical Services Manager to deliver weekly status updates on the client and provide visibility to common issues that the client is experiencing or requesting.
• Track all requests from the Client and ensure they are resolved within the given SLA. 
• Liaise with Functional and Integrations Consultants to ensure that best practices are implemented, and that the client is getting the best experience.
• Support clients over different communication channels - phone line, tickets and emails. You will track all the queries and communicate with a wider team providing timely resolution. 
• Work afternoon shift 3-11pm to support clients overseas including weekend (can be rotated)

• Knowledge of support ticketing systems.
• Knowledge of SaaS software systems.
• Experience administering and utilising an ATS system.
• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Confident, clear, and dynamic communicator (verbal and written). 
• Ability to quickly learn new technologies.
• Ability to focus on results while working independently when given broad direction.

Desirable experience:

• Proven working experience in providing Help Desk support
• Experience in HR, recruiting or related industry. 
• Use of Salesforce, JIRA, or Confluence are all excellent additions.
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation

SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.