2021 Client Support Summer Intern

| Greater NYC Area
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*Please limit your application to 3 roles per academic year.

The ultimate source for official answers about a business online should be the business itself. However, when consumers ask questions on company websites, too often they are left in the dark with wrong answers. Yext (NYSE: YEXT), the Search Experience Cloud, solves this problem by organizing a business's facts so it can provide official answers to consumer questions — wherever people search. Starting with the company website, then extending across search engines and voice assistants, businesses around the world, like Taco Bell, Marriott, and Jaguar Land Rover—as well as organizations like the U.S. State Department—trust Yext to radically improve the search experience on their websites and across the entire search ecosystem.
As a Client Support Intern 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 relationship, 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.
What You'll Do

  • Provide post-implementation technical and consultative support, that is prompt, friendly and accurate, to our SMB, Partner, and Enterprise clients via email, phone, and chat
  • Develop ticket management strategies and ensure adherence to the SLA.
  • Provide platform configuration and data management services to our clients and partners
  • Troubleshoot reported product and publisher issues to diagnose and provide accurate, valid and complete information to our customers, escalating 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 increase efficiency by creating Macros for repeat requests and contributing to new articles on the Help Center.
  • Specialize in a product or a feature and become a Subject Matter Expert by attending training sessions and documenting new features and behaviors.
  • Work cross-functionally with Client Success Managers, Platform 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 PS&S 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 mindset.

What You Have

  • Pursuing a BA/BS degree in any discipline graduating between December 2021 and August 2022
  • Strong proficiency in Excel, SQL a plus
  • Knowledge of ZenDesk
  • Strong problem-solving orientation
  • Detail-oriented, organized, process-driven
  • The ability to think creatively about, analyze, and understand complicated and abstract ideas, working with a solutions orientated mindset to solve issues.
  • A knack for synthesizing technical concepts into digestible bits of information and effectively convey this information to others
  • Outstanding and effective interpersonal skills; along with strong ability to communicate complex issues internally, across departments and to our Enterprise clients
  • Customer-facing experience preferred (retail, hospitality, online support, etc.)
  • Evidence of leadership, outstanding track record, and/or peer recognition that separate you from others.
  • Ability to work quickly, independently and accurately in a high-volume environment, with excellent time management skills
  • Excellent written and verbal communication skills that can be tailored to a broad range of requesters, plus innate follow-up skills
  • Strong computer skills, and the ability to adapt quickly and learn to new programs, products and procedures
  • Ability to work 40 hours/week and overtime as needed

Yext is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or nonbinary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, 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. If you have a disability or special need that requires accommodation, please let us know.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • KafkaLanguages
    • Apache Solr / LuceneLanguages
    • HibernateLanguages
    • CSSLanguages
    • CompassLanguages
    • Soy and Groovy TemplatesLanguages
    • RabbitMQLanguages
    • jQueryLibraries
    • HadoopFrameworks
    • PlayFrameworks
    • MySQLDatabases
    • NoSQLDatabases
    • PendoAnalytics
    • BalsamiqDesign
    • InVisionDesign
    • SketchDesign
    • FigmaDesign
    • AsanaManagement
    • JIRAManagement
    • TrelloManagement
    • YextCMS
    • SalesforceCRM
    • SalesNavigatorCRM
    • GainsightCRM
    • PardotEmail
    • SalesforceEmail
    • PardotLead Gen

Location

61 Ninth Avenue, New York, NY 10011

An Insider's view of Yext

What’s the vibe like in the office?

Yext has been an amazing place to work over the last 7 years. I've been surrounded by people who care about working hard and getting the job done right, while still keeping the human elements of kindness and collaboration a top priority for interacting with others. It often feels like I'm at work with my friends, and I've always loved that.

Chris

Software Engineering Lead

What does your typical day look like?

Not at all a cliche, but truly no day at Yext is the same. It's something truly special to be part of an ever-growing and innovative company where I have an active seat at the table in shaping where we take our products. With the Upward Rotational Program, I've felt supported and empowered every step of the way.

Jeanne

Upward Analyst, Class 1

How has your career grown since starting at the company?

I have been with Yext for 8 years and held 5 roles, which has led to tremendous growth both professionally and personally. Being a part of such a flourishing start-up has allowed me to see what true entrepreneurship looks like. Yext has taught me the importance of staying one step ahead of the industry and enabled me to be more adaptable to change.

Melissa

Senior Recruiter

How do you empower your team to be more creative?

I encourage my team to think outside the box. If it’s memorable, people are going to retain the info. If it’s fun, people are going to engage. Setting clear metrics for success on a project is what gives us the freedom to be creative. How we execute is all part of the fun! How we tweak and adjust is where we get to success.

Cindy

VP, Enablement

How would you describe the company’s work-life balance?

Because of the flexibility Yext offers its employees, I was able to continue my athletic passion by playing in the Major League of Lacrosse while still holding my full-time position. Yext does a phenomenal job of ensuring their employees are excited to come work by providing them with an incredible work-life balance.

John "Yozzo"

Program Manager, Recruiting Programs

What are Yext Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Mentorship program
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