Support Consultant

Company Description

SmartRecruiters is the Recruiting AI Company that transforms hiring for the world’s leading enterprises. Built for global scale, SmartRecruiters, an SAP company, delivers an AI-powered hiring platform that automates and optimizes the entire talent acquisition process, ensuring faster and smarter hiring decisions. More than 4,000 companies, including Amazon, Visa, and McDonald's, rely on SmartRecruiters to build winning teams. In 2025, SmartRecruiters joined SAP, the global leader in enterprise applications. Together, SmartRecruiters and SAP are accelerating the reinvention of hiring by combining cutting-edge AI innovation with the scale, reach, and resources of SAP’s ecosystem.

At SmartRecruiters, we are a values-driven, globally focused tech company with strong financial backing and a bold vision for the future of work. We commit and dig deep, embracing challenges with grit, curiosity, and a drive for excellence. We foster a collaborative and inclusive work environment, where trust and determination bring us together. Because together, we will win.

Job Description

We are seeking a talented Support Consultant to join our dynamic team in San Francisco, United States. As a Support Consultant, you will play a crucial role in providing exceptional technical support and customer service to our valued clients. You will be responsible for diagnosing and resolving complex software and hardware issues, ensuring customer satisfaction, and contributing to the continuous improvement of our support processes.

• Serve as the primary point of contact for customer inquiries, providing timely and effective solutions to technical issues
• Analyze and troubleshoot software and hardware problems, utilizing your technical expertise and problem-solving skills
• Manage and prioritize support tickets through our ticketing system, ensuring prompt resolution of customer concerns
• Collaborate with cross-functional teams to escalate complex issues and develop long-term solutions
• Document support interactions, solutions, and best practices in our knowledge base
• Identify trends in customer issues and provide feedback to product development teams for future improvements
• Participate in ongoing training to stay current with new technologies and support methodologies
• Contribute to the development of support materials, including user guides and FAQs

Qualifications

• 2+ years of experience in a customer support or technical support role, preferably in the software or technology industry
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Excellent problem-solving abilities and analytical thinking skills
• Proven track record of providing exceptional customer service and support
• Proficiency in CRM software and ticketing systems
• Experience in troubleshooting software applications and resolving technical issues
• Bachelor's degree in Computer Science, Information Technology, or a related field (preferred)
• Technical certifications such as ITIL or CompTIA (preferred)
• In-depth knowledge of software applications, IT infrastructure, and common technical issues
• Ability to work independently and collaboratively in a fast-paced environment
• Strong attention to detail and ability to multitask effectively

Additional Information

All your information will be kept confidential according to EEO guidelines.