HR Support Consultant
vor 2 Monaten
This is a HR Support Consultant (12 month fixed term) role with one of the leading companies in AU right now 🔥 -- Employment Hero -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.
More About the Role at Employment Hero 🧐🧐
### **What might your days look like** As a HR Support Consultant, you’ll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero product. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary. **This role will be offered as a 12 month fixed term contract**. As a HR Support Consultant you'll be responsible for; - You will provide 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 - Responding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely manner. - Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers. - Proactively analyse 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 and assign to the appropriate team or resolve where possible. - Take on client and team HR escalations for our customers - Assist with requirements gathering to run post mortems and run internal support team workshops - Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team. - 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. - Managing Problem Tickets with urgency and collaborating with key stakeholders to resolve as quickly as possible - 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) - Proactively contribute feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insights. ### **What will you bring:** - Relevant HR industry experience - Exposure to working in fluid, high change and high velocity environments. - Prior exposure to customer experience within a SaaS (Software as a Service) environment (nice to have) - An attitude that always puts your customer's needs first - Problem solving skills with a sound and thorough approach to troubleshooting. - Ability to manage competing priorities, working autonomously; requesting assistance where needed. - Strong and polished verbal and written communication skills. - A tertiary degree in Human Resources and/or relevant qualification (nice to have). Experience is important, but for us the biggest measure of success is people who can live and breathe our values. Show us what you can bring to the table, and we'll empower you to let your talents shine.
🚨🚨 If you don’t think you're a perfect fit, you should still sign up to Hatch and create a profile, we'll match you to other roles that suit your profile.
Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Employment Hero.
✅ Applying here is the first step in the hiring process for this role at Employment Hero.
We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.
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