Job Overview As an Associate Technical Support (ATSE), you will have the amazing opportunity to combine creative problem-solving, providing great customer experience and utilizing 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 tackle 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 prime time. If you are looking for an opportunity that allows you to interact with customers and become an expert in world-class technology, this may be the perfect fit for you! About Us ICIMS is a leading enterprise hiring platform that combines the scale and reliability of enterprise software with the transformative power of AI. Thousands of organizations across more than 200 countries and territories trust ICIMS to find and hire the people who shape their future and drive their business forward. Powered by insights from billions of hiring interactions, continuous AI innovation, and a highly extensible platform, ICIMS helps organizations turn talent acquisition into a competitive advantage. For more than 25 years, ICIMS has delivered end-to-end hiring solutions that improve recruiting efficiency, reduce costs and create exceptional candidate experiences. ICIMS helps solve one of the biggest challenges businesses face today: building a workforce that can adapt, scale, and perform in an increasingly competitive and unpredictable talent market. We uniquely do that by combining enterprise-grade hiring technology, AI-powered insights and automation, and connected talent experiences to help organizations improve hiring outcomes while driving measurable impact. Responsibilities 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 by analyzing, prioritizing, troubleshooting, and resolving or facilitating resolutions for primary and ancillary products Demonstrate excellence in 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 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, document, and manage examples of software bugs Responsible for learning iCIMS platform and ancillary products quickly and providing accurate information about them to our customers Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies Qualifications 6+ Months of work experience in a customer service role Must have good working knowledge of Windows/Mac OS and its components Strong customer relations skills Strong written and verbal communication skills Capacity to control an interaction in a consultative way Capable of multi-tasking in a fast-paced work environment Strong knowledge of web-browser based technologies Ability to be flexible in work schedule; including nights and weekends. Preferred Experience with HRIS, CRM and / or ATS is a plus 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 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’d like to request an accommodation due to a disability, please contact us at [email protected]. Compensation and Benefits Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits
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 by analyzing, prioritizing, troubleshooting, and resolving or facilitating resolutions for primary and ancillary products Demonstrate excellence in 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 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, document, and manage examples of software bugs Responsible for learning iCIMS platform and ancillary products quickly and providing accurate information about them to our customers Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies
6+ Months of work experience in a customer service role Must have good working knowledge of Windows/Mac OS and its components Strong customer relations skills Strong written and verbal communication skills Capacity to control an interaction in a consultative way Capable of multi-tasking in a fast-paced work environment Strong knowledge of web-browser based technologies Ability to be flexible in work schedule; including nights and weekends.