HR Support Consultant

Summary

Join Employment Hero as a HR Support Consultant and contribute to our mission of simplifying employment for everyone. You will be part of the Customer Experience team, supporting clients after they implement our product. Your responsibilities include resolving customer tickets, providing guidance on platform usage, troubleshooting issues, and collaborating with other teams. You will analyze product functionality, conduct issue triage, and escalate complex problems. You will work with customers through various channels, understanding their workflows and maximizing platform usage. This role requires strong communication, problem-solving skills, and HR experience. Employment Hero offers remote work flexibility, cutting-edge tools, and a supportive team environment.

Requirements

• Relevant HR industry experience
• Exposure to working in fluid, high change and high velocity environments
• 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

Responsibilities

• Provide support to clients after they 'go-live' by walking them through updates needed or how to troubleshoot in a variety of ways, such as award interpretation and platform configuration
• 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 by maintaining comprehensive awareness of product changes and enhancements
• 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

Preferred Qualifications

• Prior exposure to customer experience within a SaaS (Software as a Service) environment
• A tertiary degree in Human Resources and/or relevant qualification

Benefits

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• A very generous paternity leave policy
• Subsidised egg freezing
• A WFH office expense budget
• Outstanding learning & development opportunities