About the role
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®.
Proficient professionals expected to operate with minimal supervision for straightforward cases, providing world-class support experience and delivering consultative guidance on Yext Products and system best practices. Manages straightforward cases.
Job Complexity / Supervision
- Operates with little instruction for routine work.
- Focuses on executing predefined strategies and tasks, learning about best practices.
- Provides consultative guidance to customers on best practices.
What You'll Do
- Client Support: Provide prompt, friendly, and accurate post-implementation technical and consultative support to clients via email, phone, and chat.
- Escalation Ownership & Diagnosis: Independently own and resolve all straightforward cases.
- Troubleshooting: Troubleshoot reported product and publisher issues to diagnose and provide accurate, timely information to customers.
- Subject Matter Expert: Understand all products in the Yext product suite, specialize in a product or a feature, and begin developing the expertise to become a Subject Matter Expert (SME).
- Cross-Functional Partnership: Work cross-functionally with Customer Success Managers, Services, Account Executives, Publisher Operations, Technical Partner Management, and other technical teams to deliver stellar customer experience.
- Case Management & Quality: Develop efficient ticket management habits and ensure high quality of work while adhering to established SLAs.
What You Have
- Experience: 2+ years of experience in a relevant technical support role.
- Data Analysis: Proficient in data analysis with an aptitude for pattern recognition, data management, and manipulation (Excel).
- Problem Solving: Strong problem-solving orientation and ability to understand complicated and technical concepts, working with a solutions-oriented mindset.
- Mindset: Proactively look for ways to improve efficiency of workflows and processes and commit to mastering the complete product suite.
- Communication: Effective interpersonal skills, with a knack for synthesizing technical concepts into digestible bits of information.
Bonus Points
- Advanced Technical Skills: Knowledge of APIs or SQL.
- Industry Experience: Proven experience providing B2B support for technical products.
- SaaS Experience: Previous experience working within an Enterprise SaaS environment.
- Web Design: Functional knowledge of web design principles.
- Marketing Tech: Familiarity with market technology landscapes.
#LI-RK1
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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