Full-Time
Technical Support Specialist
Bilingual, English/Italian
Confirmed live in the last 24 hours
Yext
1,001-5,000 employees
AI-powered search solutions for businesses
Entry, Junior
London, UK
You match the following Yext's candidate preferences
Employers are more likely to interview you if you match these preferences:
- BA/BS degree or similar college-level Education or relative Work Experience
- 1+ years of professional work experience, ideally in a customer support/contact centre environment
- Ability to speak and write in English and Italian fluently and idiomatically
- Strong proficiency in Excel, SQL is a plus
- Knowledge of ZenDesk
- Strong problem-solving orientation
- Proficient in data analysis and manipulation
- Diligent, organised, process-driven
- The ability to think creatively about, analyse, and understand complicated and abstract ideas, working with a solutions-oriented mentality to solve issues.
- A knack for synthesising technical concepts into digestible bits of information and effectively conveying this information to others
- Outstanding and effective interpersonal skills; along with a solid ability to communicate complex issues internally, across departments, and to our Enterprise clients
- 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 new programs, products and procedures
- Ability to work 40 hours/week and overtime as needed.
- Be the passionate face and voice of our brand, enriching customer relationships with Yext
- Provide post-implementation technical and consultative support, that is prompt, friendly, and accurate, to our Enterprise clients via email, phone, and chat
- Develop ticket management strategies and ensure alignment to the SLA
- Provide platform configuration and data management services to our clients and partners
- Troubleshoot reported product and publisher issues to diagnose and deliver accurate, valid, and complete information to our customers, raising 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 improve efficiency by creating Macros for repeat requests and contributing to new articles on the Help Center.
- Specialise in a product or a feature and become a Subject Matter Expert by attending training sessions and documenting new features and behaviours
- Work multi-functionally with Client Success Managers, 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 Technical Support 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 approach.
- Customer-facing experience preferred (retail, hospitality, online support, etc.)
- Evidence of leadership, outstanding track record, and/or peer recognition that separates you from others.
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 and relevant information. Yext serves a wide range of clients, from large enterprises to small businesses, and focuses on improving search experiences in areas like marketing, customer support, and e-commerce. The company operates on a subscription model, where clients pay for access to the platform and its features, which are supported by 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, leading to better user experiences and high customer satisfaction.
Company Size
1,001-5,000
Company Stage
IPO
Total Funding
$115M
Headquarters
New York City, New York
Founded
2006
Simplify's Take
What believers are saying
- Growing demand for AI-driven customer support boosts Yext's market potential.
- Rising adoption of NLP technologies enhances Yext's search accuracy and customer satisfaction.
- Expansion of digital information management solutions supports Yext's data consistency focus.
What critics are saying
- Yext's acquisition of Hearsay Systems may strain financial resources if synergies aren't realized.
- Potential sale of Yext could disrupt operations and client relationships.
- Yext Social may face adoption challenges in the competitive social media management landscape.
What makes Yext unique
- Yext's AI-powered search solutions provide direct answers, enhancing user experience.
- The Yext Answers Platform uses NLP to understand search query context and meaning.
- Yext's Knowledge Graph ensures consistent and accurate information across digital touchpoints.
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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.
Growth & Insights and Company News
6 month growth
↓ -4%1 year growth
↓ -5%2 year growth
↓ -2%Yext, Inc. (NYSE: YEXT), the leading digital presence platform for multi-location brands, today announced the acquisition of Places Scout, an industry
Yext has introduced Yext Social, a cutting-edge AI-powered tool designed to help brands with multiple locations streamline their social media presence on a global scale, all from one platform.
Yext appoints Mark Davis to board of directors.
Yext, Inc. (NYSE: YEXT), the leading digital presence platform for multi-location brands, today announced that it has entered into a definitive agreem
Yext also announced it has entered into a definitive agreement to acquire Hearsay Systems for $125M and up to an additional $95M.