Summary
Join Employment Hero as a HR Support Consultant and be part of our Customer Experience team, supporting customers with their Employment Hero product implementation and resolving customer tickets efficiently.
Requirements
- Relevant HR industry experience
- Exposure to working in fluid, high change and high velocity environments
- Prior exposure to customer experience within a SaaS (Software as a Service) environment
- An attitude that always puts your customer's needs first
- Problem solving skills with a sound and thorough approach to troubleshooting
- Ability to manage competing priorities, working autonomously; requesting assistance where needed
- Strong and polished verbal and written communication skills
- A tertiary degree in Human Resources and/or relevant qualification
Responsibilities
- Provide support to clients after they 'go-live' by walking them through updates needed or how to troubleshoot in a variety of ways
- Responding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely manner
- Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers
- Proactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes
- Conduct/triage customer support issues and assign to the appropriate team or resolve where possible
- Take on client and team HR escalations for our customers
- Assist with requirements gathering to run post mortems and run internal support team workshops
- Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team
- Working with customers across multiple channels (email, chat, phone, screen share) to understand their organisational workflow and how the platform can support them to maximise their people processes
- Managing Problem Tickets with urgency and collaborating with key stakeholders to resolve as quickly as possible
- Leveraging ZenDesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs)
- Proactively contribute feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insights
Benefits
- A generous budget for your home office
- Cutting-edge tools and technology
- Reward and recognition programs - because great work should be recognised and rewarded
- Cashback offers and discounts on popular brands through our Swag app