Yext (NYSE: YEXT) is the leading digital presence platform for multi-location brands, with thousands of customers worldwide. With one central platform, brands can seamlessly deliver consistent, accurate, and engaging experiences and meaningfully connect with customers anywhere in the digital world. Our AI and machine learning technology powers the knowledge behind every customer engagement, which is only possible through our team of innovators and enthusiastic collaborators. Join us and experience firsthand why we are consistently recognized as a ‘Best Place to Work’ globally by industry leaders such as 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 advanced 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.

• Be the passionate face and voice of our brand, enriching customer relationships with Yext
• Provide post-implementation technical and consultative support, that is prompt, friendly, and accurate, to our Enterprise clients via email, phone, and chat
• Develop ticket management strategies and ensure alignment to the SLA
• Provide platform configuration and data management services to our clients and partners
• Troubleshoot reported product and publisher issues to diagnose and deliver accurate, valid, and complete information to our customers, raising 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 improve efficiency by creating Macros for repeat requests and contributing to new articles on the Help Center.
• Specialise in a product or a feature and become a Subject Matter Expert by attending training sessions and documenting new features and behaviours
• Work multi-functionally with Client Success Managers, 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 Technical Support 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 approach