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HR Support Specialist

2 months ago

Sydney, New South Wales, Australia Employment Hero Full time
About the Role

We are seeking a highly skilled HR Support Specialist to join our Customer Experience team at Employment Hero. As a key member of our team, you will play a critical role in ensuring the continued success and support of our customers after they implement our Employment Hero product.

Key Responsibilities
  • Provide Support and Guidance: Offer expert 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.
  • Resolve Customer Tickets: Respond to and resolve customer tickets, calls, and queries related to the Employment Hero Platform in a timely manner.
  • Collaborate with the Team: Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers.
  • Proactively Analyze and Understand Product Functionality: Proactively analyze 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: Conduct/triage customer support issues and assign to the appropriate team or resolve where possible.
  • Escalate Issues: Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
  • Work with Customers: 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.
  • Manage Problem Tickets: Managing Problem Tickets with urgency and collaborating with key stakeholders to resolve as quickly as possible.
  • Leverage Internal Tools: 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).
  • Contribute to Feature Requests: Proactively contribute feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insights.
Requirements
  • Relevant HR Industry Experience: Relevant HR industry experience.
  • Exposure to High-Change Environments: Exposure to working in fluid, high change and high velocity environments.
  • Prior Experience in SaaS: Prior exposure to customer experience within a SaaS (Software as a Service) environment (nice to have).
  • Customer-Centric Attitude: An attitude that always puts your customer's needs first.
  • Problem-Solving Skills: Problem solving skills with a sound and thorough approach to troubleshooting.
  • Ability to Manage Competing Priorities: Ability to manage competing priorities, working autonomously; requesting assistance where needed.
  • Strong Communication Skills: Strong and polished verbal and written communication skills.
  • Relevant Qualification: A tertiary degree in Human Resources and/or relevant qualification (nice to have).
About Employment Hero

At Employment Hero, we are committed to revolutionising employment and making it easier and more valuable for everyone. We are a dynamic and innovative company that thrives on the flexibility and responsibility of a remote-first business. Our values align with those of our customers, and we are passionate about providing exceptional customer experiences.

We offer a range of benefits, including a generous budget for your home office, cutting-edge tools and technology, reward and recognition programs, and cashback offers and discounts on popular brands through our Swag app.