Job description

We are looking for an energetic team player who takes initiative to drive positive outcomes for customers. The team player should be empathetic to customers while exhibiting a propensity to satisfy them.

Job Description

The Support Consultant will develop an expertise with PeopleFluent’s suite of HR software products and apply that expertise in resolving customer inbound issues, providing a level of quality support that results in a high degree of customer satisfaction.

The Support consultant will intake customer issues via phone or the ticketing application. The team member will quickly triage assigned tickets to come up with action plans to move their tickets toward resolution by diagnosing software and systems failures, while using established procedures. The team member may engage internal teams, utilize knowledgebase articles and work directly with the customer throughout the lifecycle of the ticket.

Responsibilities

Meet defined SLAs
Build and foster relationships with customers as well as internal teams
Equitable and fair queue management
Prioritize tickets based on severity and business impact to the customer
Swiftly triage assigned tickets
Clearly and concisely document issue from steps to reproduce to expected and actual outcomes
Engage additional resources/teams when needed
Thoroughly articulate progress, findings and solutions in clear updates to customers in a timely manner
Engage customers on screen sharing sessions and calls
Work multiple complex issues for multiple customers while keeping them informed of progress
Provide regular status and progress updates to management on high visibility customer situations
Contribute to process improvements and documentation, including knowledge base
Potentially cross train into multiple product lines
Potentially work with Premium Support customers
Acts sometimes as a frequent inter-organizational contact as an expert and champion of support’s services
Have the appropriate expertise and understanding to work with some guidance from teammates to research and resolve customer issues.
Assist Associate Support Consultants when needed
Assist senior team members with complex issues to gain experience and exposure to more advanced product issues.
Sometimes serve as a technical/application resource for others within the organization who need your understanding and expertise on various product issues.
Maintain an awareness of business unit and company objectives.
Work in an on call rotation environment
Flexibility during customer emergencies
All other duties as assigned

Skills

Working knowledge of SaaS and experience supporting SaaS customers
Working knowledge of relational database structures and concepts
Ability to write moderately complex SQL queries, involving a few tables
Some experience in using browser diagnostic tools
Some experience in working with data integrations / apis
Working knowledge of networking and Security protocols (SSO, SSL certificate, SFTP, VPN, network traffic)
Some experience using fiddler / wireshark or similar tool
Some experience in XML/Html/CSS/Javascript/Scorm (Learning)
Experienced with ticketing system, preferably Zendesk and Jira

Attributes

Effective oral and written communication
Good time management skills
Works with a sense of urgency
Manage difficult customer situations
Analytical and critical thinking skills, with the ability to apply them to complex issues in a holistic manner
Anticipate customer questions
Ability to decipher disorganized information and create logical structure to better understand an issue
Ability to adjust on the fly in a fast paced environment, based on priorities
Ability to periodically work independently and also be successful in a team environment

Additional qualifications

Bachelor’s degree in computer science, information technology, computer engineering or a related field or comparable education
Consulting and/or product management experience or equivalent work experience is an advantage
Previous experience in HR or HR software applications is an advantage

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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