Technical Support Specialist

Yext (NYSE: YEXT) is the enterprise agentic marketing platform. AI is changing how customers find brands, and Yext gives enterprises the infrastructure to compete: Scout analyzes 10 billion signals monthly across four AI models to surface where you're losing and why, the Knowledge Graph maintains the verified data AI cites, and content generation and distribution agents syndicate brand content across LLMs, listings, social platforms, and review sites in real time. Thousands of brands in financial services, healthcare, retail, hospitality, and food rely on Yext to win across AI and traditional search. Join us and experience firsthand why we are consistently recognized as a Best Place to Work globally by Built In, Fortune, and Great Place To Work®.

At Yext, the Technical Support Team is a group of technically savvy, social people who enjoy helping customers and solving complex problems. Core responsibilities include assisting our Clients on the Yext platform, troubleshooting escalated technical issues in real-time and providing best practices. 

As a Technical Support Specialist, you will be working with a diverse set of enterprise clients who have made an investment in Yext to manage their search experience across a network of maps, apps, social networks, directories, and search engines. Your role is to support those client’s post-sale technical relationships, by becoming a technical expert in Yext products, internal processes, and the needs of our customers. Yext provides a very dynamic environment with a lot of opportunities for you to expand your skill set and grow. 

The ideal candidate is proactive, positive, curious, and flexible, a person open to new ideas and ways of working.  

What You’ll Do

• 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

What You Have

• 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.

Perks and Benefits

At Yext, we take pride in our diverse workforce and prioritize creating an engaged and connected working environment. Our ambitious mission is to transform the enterprise with AI search, and we know that to achieve that, we need a global team of innovators, visionary thought leaders, and enthusiastic collaborators passionate about making a meaningful impact in the world and contributing to an extraordinary culture.

We believe that people do their best when they feel their best — and to feel their best, they must be well-informed, fuelled, and rested. To ensure our employees are at their best, we offer a wide range of benefits and perks, including:

• Performance-Based Compensation: We offer an attractive bonus structure and stock options for eligible positions.
• Comprehensive Leave Package: Our leave package includes Paid Time Off (PTO), Parental Leave, Sick Leave, Casual Leave, Bereavement Leave, National Holidays, and Floating Holidays to ensure a healthy work-life balance.
• Health & Wellness Offerings: We provide medical insurance with 7L coverage, including enhanced parental and outpatient department (OPD) coverage for you, your spouse, two dependent children, and two parents (as applicable and subject to eligibility requirements).
• Relocation Benefits: We offer relocation assistance and an allowance to eligible candidates to help ease your transition.
• World-Class Office & Building Amenities: Our office has a top-notch infrastructure, including gaming rooms, a plush pantry, and breakout areas.

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Yext is an equal opportunity employer committed to building a results-driven, engaging culture where every employee has the opportunity to contribute to the success of the Company, perform at the highest possible level, and grow their skills and capabilities. Yext welcomes employees and applicants of all backgrounds and demographics, and does not engage in discrimination on the basis of any protected characteristic recognized under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. The Company believes a broad variety of life experiences across the Yext team is critical to its mission to help every business in the world be visible everywhere customers search. By seeking out fresh perspectives and fostering a positive interview experience and employee experience, Yext can remain at the forefront of innovation, and better serve its customers. 

It is Yext’s policy to provide reasonable accommodations to people with disabilities as required by applicable law. If you have a disability that requires an accommodation in completing this application, interviewing, or participating in the employee selection process, please complete this form.

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