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Customer Technical Support Integration Specialist

Posted: 26 Apr 2021 Closes: 26 May 2021
Atlanta Office, United States of America Competitive
Permanent & Full-time 1254639032

The Company:

SHL helps companies optimize performance and productivity through deep people insights. Our market-leading people analytics and technology equip leaders and their teams to make confident, data-driven talent decisions that lead to stronger business outcomes.

We anticipate, and help organizations solve, their most pressing talent challenges. Our science, innovation, rigor and commitment to proving business outcomes make us a trusted partner to organizations across the globe. SHL helps our customers win, and we need highly motivated people to join our dynamic global team. We're driven by Strong Connections, Curiosity, Fearless Innovation, and Impact. More at shl.com.

The Customer Technical Support Integration Specialist will be an onsite role (that initially will start out as working remotely during COVID and back in the office post-COVID). This role will be inAtlanta, GA (Sandy Springs area). The physical address is 1000 Abernathy Rd NE Suite 1450, Atlanta, GA 30328.

Do you enjoy solving technical issues via phone, email, and chat while providing stellar, friendly, and knowledgeable customer service and support? SHL is seeking a U.S. Customer Technical Support Integration Specialist to join our Atlanta-based Technical Support team (located in the Sandy Springs area by Abernathy Rd). As a Customer Technical Support Integration Specialist, you will solve issues sent to us by clients, internal users, applicant tracking systems, and applicants regarding our assessment systems, various browsers and devices, and third-party integrators that connect to our systems. This position specializes in resolving issues between SHL testing systems and the integrators that work with our systems, but also includes issues that a regular technical support representative would receive. If you have a strong knowledge of Windows, browsers, and troubleshooting issues, we will teach you the rest! Experience with connecting to applicant tracking systems is a plus but not required.

SHL fosters a collaborative and supportive work environment where self-motivated individuals will have opportunities to grow their professional careers by working with experienced support representatives to solve issues that come into our team from 8am to 8pm ET Monday-Friday. The ideal candidate should be knowledgeable with Windows, Macs, browsers, and mobile devices. Candidates should also be able to deliver quality customer service via phone, email, and chat and should be self-motivated to jump in when issues come up so they can learn from each issue. We will train you regarding the additional things you will need to know, but your success depends on your willingness to take on new issues as they appear and then learn from those cases.

If you are hired, you may train for 4-6 weeks before going live. During this training period, you will typically work from 9am to 6pm ET. Once you go live, we will move you to either an 8am - 5pm shift or an 11am to 8pm shift, depending on what is needed at that time, and you will stay on this shift for up to several years. Other shifts may become available later, those with the most tenure will get the first choice regarding moving to another shift.

The purpose of this role is:

  • To provide first line reactive technical support to SHL customers who are experiencing a technical problem with their SHL system, service, or integration to an applicant tracking system, resolving issues on a first contact basis wherever possible
  • To provide second line reactive technical support to candidates who are experiencing technical problems while attempting to complete an SHL assessment, resolving issues on a first contact basis wherever possible
  • To deliver a high level of customer service always while presenting a consistent 'face of SHL' to customers on a global basis

Key Accountabilities:

  • Provide effective technical support in response to inbound calls and emails, especially related to system integration issues, in accordance with departmental SLAs and to the agreed quality standards to drive optimum service to Customers.
  • Responsible for the initial research and investigation prior to escalating unresolved issues to the Global Service Desk team using the GSD portal while monitoring progress through to resolution, keeping the manager informed.
  • Manage communications to customers and candidates throughout the investigation and resolution of technical issues.
  • Responsible for updating Salesforce in a timely manner ensuring accurate and detailed notes are entered for each contact with reference numbers issues for each contact.
  • Support SHL technology teams in the testing of online products.
  • Perform outbound courtesy calls to customers as required.
  • Maintain system knowledge through on-going training & development.
  • Carry out other duties as instructed by the manager.
  • Meet weekly with the integration teams regarding new issues.
  • Check daily for any captured integration issues and work on resolving them.
  • Research integration issues, solving them when possible, and escalate these issues to a developer when necessary, providing as much information as possible to the developer.
  • Report any issues needing escalation via our Jira ticketing system and manage communications back to affected clients who reported the original issue.
  • Repost and rescore any sessions requiring it.
  • Attend client calls when needed with those who are experiencing an integration-related or other technical issue.
  • Create a short weekly report of integration issues encountered that week.
  • Update all the Technical Support team of ongoing integration issues. Other departments or personnel may also request notifications of ongoing issues.

Required Skills & Experience:

  • Minimum 1yr experience in a technical helpdesk role
  • Knowledge of Windows operating systems plus skills in MS Word, Excel & Internet-related issues
  • Knowledge of various third-party applicant tracking systems are a plus but not required.
  • Excellent written and communication skills
  • Ability to work under pressure while delivering results
  • Ability to work to agreed targets
  • Maintain a sound knowledge of all SHL customer platforms
  • Ability to troubleshoot using open questions, technical skills, and training materials
  • Undergo regular coaching sessions and 121's meetings with Manager
  • Support SHL technology teams in the testing of online products

Our Ideal Candidate Also Has these competencies:

  • Working with people
  • Following instructions and procedures
  • Adapting and responding to change
  • Achieving personal goals and objectives
  • Encourages teamwork and positive relationships
  • Displays company commitment
  • Speaks, listens & writes effectively
  • Flexible and adaptable

What SHL Can Offer You:

  • A culture comprised of diverse, global teams who have a passion for collaboration and client service.
  • A comprehensive benefits package from day one.
  • Support, coaching, and on-the-job development to achieve career success.
  • The ability to engage, influence, and impact a broad array of the world's leading executives.
  • A tight knit tenured team that can teach you to support our systems and clients with the highest quality.

SHL

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