Who We Are

Heidrick & Struggles (Nasdaq: HSII) is a premier provider of global leadership advisory and on-demand talent solutions, serving the senior-level talent and consulting needs of the world's top organizations. In our role as trusted leadership advisors, we partner with our clients to develop future-ready leaders and organizations, bringing together our services and offerings in executive search, diversity and inclusion, leadership assessment and development, organization and team acceleration, culture shaping and on-demand, independent talent solutions. Heidrick & Struggles pioneered the profession of executive search more than 70 years ago. Today, the firm provides integrated talent and human capital solutions to help our clients change the world, one leadership team at a time.®

Additional information on the firm can be found at www.heidrick.com.

The Role

Heidrick & Struggles is building our first ever Support Team. The vision for the team is to be laser focused on providing best in class customer support to Heidrick & Struggles Digital customers. This is a great opportunity to build on top of an already world-class organization.

The Support Analyst will work closely with end users and internal teams to identify and document application issues as well as troubleshoot and resolve issues where possible. Troubleshooting will include data analysis to assess issue scope and probable root cause. The Support Analyst will need to learn and understand the technical complexities of the organization’s core applications, apply their knowledge to support situations, and directly engage with senior technical resources to resolve highly complex issues. Innovative thinking and a keen understanding of business and user experience requirements will be essential to achieving success in this role. Your success in this role will ultimately be measured by your ability to resolve customer issues and customer satisfaction.

Role Responsibilities

• Use the H&S designated Incident Management System to document and manage problems, work requests and their respective resolutions and circumventions.
• Partner with product and engineering to bring the voice of the customer into the organization to help shape the future product roadmap, continuously improving products and services.
• Responsible for creating and maintaining Support Portal knowledge base articles.
• Work closely with Support peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Training: Be willing to participate in on the job and other training designed to enhance skills and support capabilities.
• Focused on meeting or exceeding current SLA’s including customer satisfaction.
• Keep up to date on new software releases.
• Researches using web, manuals, publications, etc., including other Support staff to troubleshoot and answer customer questions.
• Propose process improvements.

Basic Qualifications

• Bachelor’s degree required with a focus on Computer Science and/or Human Capital Management and/or Leadership Development industry preferred.
• Fluent in English
• Professional, courteous, respectful and customer service oriented.
• Critical thinking and ability to problem solve key.
• Capable of delivering support services with appropriate responsiveness and a shared sense of urgency.
• Willing to work as a collaborative member of a global virtual team in a demanding, environment where personal initiative and follow through are critical to success.
• Trustworthy, dependable and resourceful. Capable of working independently to prioritize their workload and maintain the highest levels of customer satisfaction.
• Sensitive and attuned to business priorities and impacts, be an advocate for our customers.
• A good listener and communicator, who genuinely cares for their team and is committed to open, direct and constructive communication.
• Strong written and verbal communication skills
• Full time remote position.

Heidrick & Struggles is an equal opportunity employer committed to hiring qualified protected veterans and individuals with disabilities. All qualified applicants will be considered for employment without regard to race, color, religion, creed, age, sex, national origin, gender identity or expression, sexual orientation, disability, marital status, veteran or military status, or citizenship status.

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