HR Support Consultant

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