Support Consultant

Summary

Join our team as a Support Consultant and become an expert in PeopleFluent’s HR software, resolving customer issues and ensuring high satisfaction. You will handle inbound issues via phone and ticketing systems, triaging tickets, diagnosing problems, and collaborating with internal teams. This role requires strong communication, analytical, and problem-solving skills, along with experience in SaaS support and database concepts. You will work with customers throughout the ticket lifecycle, providing timely updates and engaging in screen sharing sessions. The position involves working in an on-call rotation and requires flexibility during emergencies. Opportunities for professional development and cross-training are available.

Requirements

• Working knowledge of SaaS and experience supporting SaaS customers
• Working knowledge of relational database structures and concepts
• Ability to write moderately complex SQL queries, involving a few tables
• Some experience in using browser diagnostic tools
• Some experience in working with data integrations / apis
• Working knowledge of networking and Security protocols (SSO, SSL certificate, SFTP, VPN, network traffic)
• Some experience using fiddler / wireshark or similar tool
• Some experience in XML/Html/CSS/Javascript/Scorm (Learning)
• Experienced with ticketing system, preferably Zendesk and Jira
• Effective oral and written communication
• Good time management skills
• Works with a sense of urgency
• Manage difficult customer situations
• Analytical and critical thinking skills, with the ability to apply them to complex issues in a holistic manner
• Anticipate customer questions
• Ability to decipher disorganized information and create logical structure to better understand an issue
• Ability to adjust on the fly in a fast paced environment, based on priorities
• Ability to periodically work independently and also be successful in a team environment

Responsibilities

• Meet defined SLAs
• Build and foster relationships with customers as well as internal teams
• Equitable and fair queue management
• Prioritize tickets based on severity and business impact to the customer
• Swiftly triage assigned tickets
• Clearly and concisely document issue from steps to reproduce to expected and actual outcomes
• Engage additional resources/teams when needed
• Thoroughly articulate progress, findings and solutions in clear updates to customers in a timely manner
• Engage customers on screen sharing sessions and calls
• Work multiple complex issues for multiple customers while keeping them informed of progress
• Provide regular status and progress updates to management on high visibility customer situations
• Contribute to process improvements and documentation, including knowledge base
• Potentially cross train into multiple product lines
• Potentially work with Premium Support customers
• Acts sometimes as a frequent inter-organizational contact as an expert and champion of support’s services
• Have the appropriate expertise and understanding to work with some guidance from teammates to research and resolve customer issues
• Assist Associate Support Consultants when needed
• Assist senior team members with complex issues to gain experience and exposure to more advanced product issues
• Sometimes serve as a technical/application resource for others within the organization who need your understanding and expertise on various product issues
• Maintain an awareness of business unit and company objectives
• Work in an on call rotation environment
• Flexibility during customer emergencies
• All other duties as assigned

Preferred Qualifications

• Bachelor’s degree in computer science, information technology, computer engineering or a related field or comparable education
• Consulting and/or product management experience or equivalent work experience is an advantage
• Previous experience in HR or HR software applications is an advantage