Customer Support

The Job

Key Responsibilities

Customer Interaction:

• Respond promptly to customer queries via email, chat, and phone.
• Provide accurate information about the HRM platform's features and functionality.

Problem Solving:

• Troubleshoot customer issues and escalate unresolved problems to the technical team.
• Document common issues and collaborate with the development team for system improvements.

Customer Education:

• Assist in onboarding new clients and conducting product demos.
• Create and update knowledge base articles, FAQs, and tutorials.

Performance Goals:

• Achieve high customer satisfaction (CSAT) scores.
• Meet key performance indicators (KPIs), such as response time and resolution time.

The Profile

Core Skills and Experience

Technical Knowledge:

• Familiarity with SaaS platforms, especially HR Management Systems.
• Basic understanding of cloud technologies, APIs, and integrations.
• Proficiency in troubleshooting technical issues related to the company's platform.

Soft Skills:

• Strong communication skills (verbal and written) to explain complex ideas in simple terms.
• Patience and empathy while dealing with customers.
• Ability to handle irate or frustrated customers professionally.

Experience:

• 1-3 years of experience in customer support roles, preferably in SaaS or tech-related fields.
• Experience with CRM and ticketing tools (e.g., Zendesk, Freshdesk, or similar).
• Multilingual capabilities, especially in English.

Tools and Technologies

• Ticket Management: Zendesk, Freshdesk, or similar.
• Collaboration: Slack, Microsoft Teams, or Google Workspace.
• Knowledge Base: Notion, Confluence, or a dedicated CMS.
• Productivity: Time tracking and reporting tools like Hubstaff or Trello.
• Willingness to learn about new technologies and updates to the HRM system.
• Proactive in identifying and resolving potential issues.
• Ability to work under pressure and manage multiple tasks efficiently.

Work Environment and Flexibility

• Remote and/or hybrid work capability.
• Availability to work in shifts if serving clients in multiple time zones.
• Strong internet connection and necessary hardware setup for remote work.

The Employer

Our client delivers industry-focused HR & Payroll Software that optimizes workflow, grooms and retains talents, and provides an easy-to-use system which brings many benefits for Human Resource administration.