Full-Time
Technical Support Specialist
Confirmed live in the last 24 hours
Yext
1,001-5,000 employees
AI-powered search solutions for businesses
Compensation Overview
$48.1k - $96kAnnually
Entry, Junior
New York, NY, USA
This role is on-site in our New York office.
- BA/BS degree or similar college-level Education or relative Work Experience
- 1+ years of professional work experience, ideally in a customer support/contact center environment
- Strong proficiency in Excel, SQL a plus
- Knowledge of ZenDesk
- Strong problem-solving orientation
- Proficient in data analysis and manipulation
- Detail-oriented, organized, process-driven
- The ability to think creatively about, analyze, and understand complicated and abstract ideas, working with a solutions-orientated mindset to solve issues.
- A knack for synthesizing technical concepts into digestible bits of information and effectively conveying this information to others
- Outstanding and effective interpersonal skills; along with a strong ability to communicate complex issues internally, across departments, and to our Enterprise clients
- Customer-facing experience preferred (retail, hospitality, online support, etc.)
- Evidence of leadership, outstanding track record, and/or peer recognition that separates you from others
- Ability to work quickly, independently, and accurately in a high-volume environment, with excellent time management skills
- Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills
- Strong computer skills, and the ability to adapt quickly and learn to new programs, products and procedures
- Ability to work 40 hours/week and overtime as needed.
- Provide post-implementation technical and consultative support, that is prompt, friendly, and accurate, to our SMB, Partner, and Enterprise clients via email, phone, and chat
- Develop ticket management strategies and ensure adherence to the SLA
- Provide platform configuration and data management services to our clients and partners
- Troubleshoot reported product and publisher issues to diagnose and provide accurate, valid, and complete information to our customers, escalating bugs to internal Yext teams
- Identify and surface trending customer/product issues, drive UI/UX improvements and new functionality by surfacing client feedback to Product with a focus on potential solutions
- Help increase efficiency by creating Macros for repeat requests and contributing to new articles on the Help Center.
- Specialize in a product or a feature and become a Subject Matter Expert by attending training sessions and documenting new features and behaviors
- Work cross-functionally with Client Success Managers, Platform Services, and technical teams at Yext to deliver exceptional service, and ensure we are exceeding client expectations - every time!
- Ideate, build, and scale new ways of thinking about the value we are bringing to clients as well as our internal operational efficiency.
- Serve as a mentor/coach to more junior members of the PS&S team, including interns
- Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)
- Be a client-facing representative of Yext and ensure professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented mindset
Yext provides AI-powered search solutions through its Yext Answers Platform, which allows businesses to give direct answers to user queries instead of just links. This platform uses natural language processing to understand the context of search queries, ensuring users receive accurate information. Yext serves a wide range of clients, from large enterprises to small businesses, and focuses on improving search experiences in areas like marketing and customer support. The company operates on a subscription model, where clients pay for access to the platform and its features, which are built on a centralized Knowledge Graph that maintains consistent information across digital platforms. Yext also offers a training and community engagement platform called Hitchhikers, where users can enhance their skills and connect with others. The goal of Yext is to enhance search capabilities for businesses, providing better user experiences and maintaining a strong reputation for customer support.
Company Stage
IPO
Total Funding
$115M
Headquarters
New York City, New York
Founded
2006
6 month growth
↓ -1%1 year growth
↓ -10%2 year growth
↑ 16%
Simplify's Take
What believers are saying
- Yext's acquisition of Hearsay Systems could expand its market reach and enhance its product offerings.
- Recognition as a top workplace by Built In boosts Yext's reputation, making it an attractive place for talent.
- The launch of a new Customer Success Program indicates Yext's commitment to improving client satisfaction and retention.
What critics are saying
- The recent fall in Yext's stock price following Q1 results and the acquisition of Hearsay Systems may indicate financial instability.
- Potential sale amid takeover interest could lead to uncertainty and disruption for employees.
What makes Yext unique
- Yext's AI-powered search solutions focus on delivering direct answers rather than just links, setting it apart from traditional search engines.
- The use of a centralized Knowledge Graph ensures consistent and accurate information across all digital touchpoints, a feature not commonly found in competitors.
- Yext's Hitchhikers platform for training and community engagement adds an extra layer of value for clients, fostering a knowledgeable user base.
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Benefits
Comprehensive Benefits Program - One of our top priorities is to maintain the health and wellbeing of our employees and their families. We offer a robust and comprehensive benefits program, which includes top-quality health insurance (medical, dental, vision), paid parental leave, a 401(k) with match or retirement pension plan, equity, commuter benefits, and more.
Invested in Your Wellbeing - In addition to our top-tier benefits, we also have a holistic wellness program that includes physical and mental health services. A few employee-favorite perks are our company-wide subscription to the meditation, sleep, and relaxation app Calm, as well as our corporate ClassPass membership.
Stay Informed - Our leadership team is committed to company-wide transparency, ranging from email blasts, biannual goal-setting days, and a weekly all-hands video meeting called Manifesto. Manifesto is a time for leadership to share company updates, showcase new products, highlight new deals, and provide kudos to well-deserved employees.
Collaborative Workspaces - Yext has amazing workspaces in many of the greatest cities in the world — from our magnificent new HQ in New York City to those in Chicago, Greater Washington DC, London, Miami, Munich, Paris, Tokyo, San Francisco, and more. Most job families within Yext allow employees to work from any office so they can experience the face-to-face collaboration, spontaneous interaction, and mutual learning that have become such hallmarks of our culture across the globe.
Life-Work Balance - We work hard and play even harder, but we also recognize that our employees wear multiple hats as parents, mentors, caretakers, volunteers, and more. That’s why we offer flexible and generous vacation, paid company and bank holidays, and sick days for when you’re feeling under the weather — all in an effort to give our employees more time to do the things they love with the ones they love and support a better life-work balance.
Upward Mobility - One of the perks of being a relatively new publicly traded company is that there is no shortage of opportunity. This means our employees are presented with countless chances to move internally. Internal mobility is at the forefront of Yext’s hiring, as are learning and development, alongside our mentorship program and monthly lunch and learns sponsored by our ERGs.