Customer Success Specialist

The Digital Systems Support & Customer Success Specialist is a hybrid role designed to provide comprehensive support across Talent’s digital ecosystem, with a primary focus on our internal platform Bullhorn, and our external contractor portal, ENGAGE (as well as any other associated systems). This role ensures effective system performance, issue resolution, and data synchronization while delivering exceptional service to both internal and external stakeholders. As a true generalist, you will build broad platform knowledge, triage and resolve issues, and contribute to ongoing process improvement.Key Responsibilities: Platform & Technical SupportServe as Tier 1 (developing into Tier 2) support across the Talent digital suite, primarily focused on Bullhorn and ENGAGE.Investigate, document, and resolve user-reported issues, escalating to Tier 3 or vendors when required.Maintain data synchronization and consistency between key platforms.Assist with onboarding and change requests in ENGAGE and Bullhorn.Manage and categories incoming support queries through Zendesk, phone, and email channels.Problem solvingDiagnose and troubleshoot technical and user-related issues across the digital platforms, particularly Bullhorn and ENGAGE.Identify root causes of problems and implement effective solutions or workarounds in a timely manner.Escalate complex or unresolved issues appropriately, providing comprehensive information for efficient resolution.Customer Success & CommunicationDeliver high-quality support to external contractors, clients, and internal teams (e.g., Account Managers, Payroll Officers).Provide initial triage and confirm issue receipt for end users, ensuring excellent communication and follow-through.Ensure a smooth user experience during key go-live periods across all regions.Collaboration & TeamworkAct as a point of contact for escalations and collaborate closely with broader Digital Operations teams.Provide leave coverage and contribute to a collaborative, #OneTeam culture.Continuous ImprovementAssist in system and process improvement initiatives, especially around the Zendesk platform and data quality.Contribute to reporting and analytics efforts by supporting accurate and synchronized data across platforms.#OneTeamContributes to team effort by accomplishing related results as neededPromote a cohesive team-oriented work environmentChampion our culture and consistently demonstrate the Talent values #GiveADamn #StriveForBetter #LeadTheWayWork Health and SafetyFollow safe work practices and perform all duties in a manner that ensures personal health and safety and the safety of other employees, visitors, and guests in the workplace.Comply with Talent’s work, health and safety management system, policies, and procedures.