Our customer is an Australian business that offers integrated HR management software solutions with configurable components, self-service mobile access, and a cloud-based HR process that simplifies workflow.
Work setup: Hybrid.
Must be willing to work in ourClark office site 3x a week (MWF)
Benefits:
- Morning shift
- Work Equipment provided
- HMO on day 1
JOB RESPONSIBILITIES:
Onboarding New Clients
- Kick off client implementation
- Set up Client credentials/login in the Software and Zoho
- Run sessions and train clients on how to configure and use the software
- Integrate software with their payroll via online or XML mapping.
- Assist with employee data validation
- Work with the developers for enhancements, issues, and requests during implementation.
- Provide a software rollout project template to clients
- Complete the checklist and assist the client to Go Live
- Maintain in-depth knowledge of the software and the ability to adapt to its changes
- Clarify customer requirements; probe for and confirm understanding of their implementation requirements
- Document the complete and accurate Core HR and Onboarding Requirements Definition
- Add client to CRM, send welcome email & manual
- Obtain CSV data from the client, modify it in Excel, and import it into our software.
- Assist with employee data validation, reporting setup (basic SQL)
- Provide a software rollout project template to clients
- Complete checklist to Go Live
- Perform other tasks or duties assigned by the Client/Company Supervisor.
Live Website Chat - initial discussion with customer/lead
- Monitor & engage website visitors via Zopim chat popups
- Engage with Chat following a detailed script, answering questions about our software
- Follow the data collection process
- If the customer is interested, schedule a demonstration for the BDM
- Update CRM & Report on weekly chat results
1st Level Support for our software
- Monitor for reported issues
- Provide email & text chat Support to customers
- Register & resolve 1st level issues
- Escalate 2nd-level issues to consultants
REQUIRED SKILLS AND QUALIFICATIONS:
- Intermediate SQL experience - eg, writing queries, sorting data
- Advanced Excel - eg, able to rapidly sort, filter, and realign data
- Slack or a similar team collaboration/project tool
- Customer support / technical support role
- Perfect and fast written English
DESIRABLE BUT NON-ESSENTIAL EXPERIENCE:
- Live web chat like Intercom/Zopim
- Salesforce
- Marketing Automation systems
- Supporting a software product
