Specialist, Concierge Services

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In the Specialist, Concierge Services role, you’ll interface with our entire Enterprise product suite, including Knowledge Graph, Pages, Reviews, Listings, Knowledge Assistant, and more! You will gain a comprehensive understanding of complex enterprise businesses’ digital strategy/goals while providing personalized, consultative, and technical support – or, as we call it, Yext Concierge Services. Onboarding includes a comprehensive training program, which will empower you with skills, resources, and confidence to apply your individual talents to Yext and our customers.

What You’ll Do

• Role is 100% field-user facing, with daily responsibilities that include, but are not limited to, being available for phone and email support, 1:1 training, and other department tasks.
• Troubleshoot platform and client-specific inquiries via telephone and email support, and maintain inbound queue management strategies to ensure adherence to the SLA
• Interpret customer requests, tailor your conversations according to their needs, and effectively communicate these needs to ensure we are exceeding client expectations – every time!
• Work cross-functionally with Client Success, Services, Engineering, and Product teams to deliver full 360-support and surface trends that enhance the end-user experience
• Maintain a focus on excellence by meeting or exceeding monthly targets, including Quality Assurance (QA), Customer Satisfaction (CSAT), and productivity (SLA, response rate, solves, etc.)
• Ideate, build, and scale new ways of thinking about the value Concierge Services brings to clients as well as our internal operational efficiency
• Develop crucial skills needed to take on other client or department-specific tasks

What You Have

• BA/BS degree or a similar college-level education
• Interest in pursuing a career in Services within the SaaS space
• Customer-facing experience desired (retail, hospitality, online support, etc.)
• The ability to think creatively, analyze, and understand complicated and abstract ideas
• Dependable and solution-oriented, with a strong attention to detail
• Outstanding and effective interpersonal skills
• Evidence of taking initiative and demonstrating ownership over tickets and department tasks
• Ability to work quickly and independently with excellent time management skills
• Excellent written and verbal communication skills that can be tailored to a broad range of people
• Strong computer skills, including typing skills, and the ability to adapt quickly to new programs
• A knack for synthesizing technical concepts into digestible bits of information and effectively convey this information to others

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Yext is committed to building an inclusive and diverse culture where every person is seen, heard and valued. We believe in equal employment opportunity and welcome employees and applicants of all races, colors, ethnicities, religions, creeds, national origins, ancestries, genetics, sexes, pregnancy or childbirth, sexual orientations, genders (including gender identity or nonbinary or nonconformity and/or status as a trans individual), ages, physical or mental disabilities, citizenships, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. It is Yext’s policy to provide reasonable accommodations to people with disabilities as required by 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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