• Assoc. TSE - Core

    iCIMS (Hagatna, GU)


    Job Overview

     

    As an Associate Technical Support (TSE), 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

    When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

    Responsibilities

    + Demonstrate excellence in customer service skills by keeping a positive, caring, can-do attitude for our customers

    + Address and resolve customer concerns and issues in a timely manner

    + Document all events and interactions in Salesforce by creating, tracking, and closing cases when issues are resolved

    + Responsible for learning iCIMS’ platform and ancillary products quickly and providing accurate information about them to our customers

    + Independently collects and tracks information and details of the problem

    + Troubleshoot customer issues using remote desktop software

    + Interact with customers through various channels including phone, chat, and email to address and resolve concerns and issues

    + Dedicate yourself to the success and satisfaction of our customers and our business

    + Attempt to resolve customer issues or escalate to advanced personnel if necessary

    + Consistently ensures that business is always conducted with empathy and integrity and that behavior aligns with iCIMS policies, procedures, and core competencies

    Qualifications

    + 1+ years 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.

    + Experience with HRIS, CRM and / or ATS is a plus

    + Ability to be flexible in work schedule; including nights and weekends. (24*7 Shift coverage rotational)

    + BA/BS, AA or equivalent in Technology and/or related fields 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 are proud to be an equal opportunity and affirmative action employer. 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 would like to request an accommodation due to a disability, please contact us at [email protected].

    Compensation and Benefits

    We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.

     

    The anticipated base pay range for this position is $50,000-$55,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law.

     

    Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits