HR Support Consultant

closed
Employment Hero Logo

Employment Hero

πŸ“Remote - Australia

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
This job is filled or no longer available

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