Customer Support Specialist

Who are we?

Humanforce's vision is to make work easier and life better for frontline and flexible workforces.

Humanforce provides the market leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces - without compromise. Our employee centred, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Talent, Payroll, and Wellbeing.

Humanforce has built strong foundations since its founding in 2002. We help over 2300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child and health care; education; hospitality; retail; local government and more. Today, we have offices across Australia, New Zealand, United Kingdom, North America and the Philippines.

Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the world's talent with the growth, productivity and efficiency objectives of frontline and flexible workforces.

Who you are

As a Customer Support Specialist, you will take on the exciting challenge of delivering outstanding support to both customers and end users, helping them unlock the full potential of their Humanforce investment. In this role, you'll manage customer relationships, troubleshoot issues, assist with software installation and testing, and collaborate closely with internal teams to resolve any customer concerns. You will be instrumental in ensuring customer satisfaction by serving as a subject matter expert in essential areas such as awards, while providing timely and effective technical solutions that meet our service level agreements (SLAs).

What you will do

• Technical Support
  : Provide responsive, high-quality support to customers using the Humanforce platform, resolving technical issues efficiently and professionally.
• Issue Resolution
  : Troubleshoot software problems, investigate root causes, and clearly communicate solutions in a way that's easy for users to understand.
• Customer Coaching
  : Identify opportunities for client upskilling and deliver helpful guidance to ensure users get the most out of Humanforce.
• Collaboration
  : Work closely with internal teams to escalate complex issues, share insights, and continuously improve the support experience.
• Product Testing
  : Assist in verifying product issues or changes to ensure optimal client outcomes.

What you'll need

• Working knowledge of Windows OS, Android/iOS, and web browser environments
• Strong skills in web browser troubleshooting tools
• Understanding of databases and experience writing queries with Microsoft SQL Server
• Familiarity with network protocols (e.g. TCP/IP, HTTP, TLS/SSL, RDP, SMTP)
• Knowledge of file transfer protocols such as sFTP
• Experience with remote access tools like ConnectWise Control or TeamViewer
• Comfort with supporting web-based applications

Some 'nice to haves'

• Experience with Workforce Management (WFM), HCM, or Payroll software is a plus

Our values

• We are bold
• We are all in
• We are customer obsessed
• We do what we say
• We are good humans

Our approach to flexibility

We are passionate about people making their own decisions about where and when they work. Our hybrid model of minimum two days a week of in-office moments supports flexibility tailored to individual and team needs, empowering people to achieve their career and personal goals.

Benefits

• A truly flexible workplace through our approach
• The opportunity to be part of a fast-growing global tech company
• A focus on learning and development through Humanforce HR
• A generous talent referral program – know great people, be rewarded
• 12 weeks paid parental leave for primary carers, 4 weeks for secondary carers
• 4 extra days leave to focus on your wellbeing
• Contemporary and practical Employee Assistance Program
• A cool reward and recognition program – shout to your colleagues and earn points to spend
• Access to our own financial wellbeing platform Thrive – including earned wage access, tools to budget and save, perks and cashback across 100s of Australian retailers
• Fun, collaborative culture with passionate people
• A workplace where you can genuinely improve the world of work

We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.