Our mission.As the world’s number 1 job site, our mission is to help people get jobs. We need talented, passionate people working together to make this happen. We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers.
Indeed.com is seeking a Senior Support Analyst to act as a liaison between our client-facings teams and the Indeed Product and Engineering teams. The person in this role supports Client Success and Sales employees globally by supporting teammates, providing appropriate product solutions, and working with our technical teams to better understand issues and development methodologies. He or she also acts as a resource for Client Success and Sales management to effectively communicate regular larger bugs and escalations to the broader team.
The Senior Support Analyst will report to the Manager of BOSS Support and must be able to partner well with additional internal support teams. The successful candidate will have proven communication skills, the ability to proactively identify areas of improvement within internal processes and features, experience leading advanced technical investigations, and leadership in coordinating initiatives between various departments.
Proactively identifying and executing upon high-impact initiatives
Leading meetings with Product & Global Product Commercialization
Handling high-touchpoint technical issues & escalations
Analyzing issue trends and synchronizes with relevant stakeholders
Providing data analysis to the Team Lead and Voice of Customer team for process and feature improvements based on ticket volume and trends
Creates queries and executes upon requests in IQL and SQL to provide technical solutions for the Product and CS orgs
Identifying additional technical tools to provide faster, more tailored support to our stakeholders
Developed relationships with Product Managers preferred
Experience investigating, diagnosing, and leading highly technical investigations
Proven ability to collaborate on cross-product technical issues
Ability to pass an IQL test
1+ years of experience in BOSS Support. Or in a related field; 3+ years preferred.
Experience working in fast-paced, entrepreneurial environment preferred
Demonstrated ability to take initiative and be proactive
Strong attention to detail and proven ability to multi-task effectively
Strong sense of organization and being operational independently
Bachelor’s Degree preferred
Indeed is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.