Technical And Customer Support Specialist

Summary

Join Employment Hero, a fast-growing SaaS unicorn, as a Technical Support Specialist! You will be part of the Customer Experience team, supporting customers using the Employment Hero Payroll product. Your responsibilities include resolving customer tickets, collaborating with the support team, analyzing product functionality, and escalating issues as needed. You will work with customers across multiple channels to understand their needs and maximize their use of the platform. This role requires 1-2 years of experience in customer service and strong communication skills. Employment Hero offers a remote-first work environment and various benefits, including a generous home office budget, cutting-edge tools, reward programs, health card membership, and generous leave allowance.

Requirements

• 1-2 years experience with proven results in a fast paced customer service/support environment across live chat and email
• Prior exposure to customer experience within a SaaS (Software as a Service) environment
• Exposure to working in fluid, high change and high velocity environments
• 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

• Respond to and resolve customer tickets, calls and queries related to the Employment Hero HR 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
• 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 multi channels (email, chat, phone) to understand their organisational workflow and how the platform can support them to maximise their people processes
• 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 and Help Centre suggestions, where warranted and using customer insights

Preferred Qualifications

Relevant Australian HR Experience

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
• Health card membership (Maxicare) on the first day (150k PHP/per year) plus 1 free dependent (90k PHP/per year)
• 3k PHP De Minimis allowance per month (non-taxable) on top of your salary package
• Generous leave allowance - 24 days per annum
• You thrive on the flexibility (and responsibility) of a remote-first business