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 SLAsBuild and foster relationships with customers as well as internal teamsEquitable and fair queue managementPrioritize tickets based on severity and business impact to the customerSwiftly triage assigned ticketsClearly and concisely document issue from steps to reproduce to expected and actual outcomesEngage additional resources/teams when neededThoroughly articulate progress, findings and solutions in clear updates to customers in a timely mannerEngage customers on screen sharing sessions and callsWork multiple complex issues for multiple customers while keeping them informed of progressProvide regular status and progress updates to management on high visibility customer situationsContribute to process improvements and documentation, including knowledge basePotentially cross train into multiple product linesPotentially work with Premium Support customersActs sometimes as a frequent inter-organizational contact as an expert and champion of support's servicesHave the appropriate expertise and understanding to work with some guidance from teammates to research and resolve customer issues.Assist Associate Support Consultants when neededAssist 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 environmentFlexibility during customer emergenciesAll other duties as assigned Skills Working knowledge of SaaS and experience supporting SaaS customersWorking knowledge of relational database structures and conceptsAbility to write moderately complex SQL queries, involving a few tablesSome experience in using browser diagnostic toolsSome experience in working with data integrations / apisWorking knowledge of networking and Security protocols (SSO, SSL certificate, SFTP, VPN, network traffic)Some experience using fiddler / wireshark or similar toolSome experience in XML/Html/CSS/Javascript/Scorm (Learning)Experienced with ticketing system, preferably Zendesk and Jira Attributes Effective oral and written communicationGood time management skillsWorks with a sense of urgencyManage difficult customer situationsAnalytical and critical thinking skills, with the ability to apply them to complex issues in a holistic mannerAnticipate customer questionsAbility to decipher disorganized information and create logical structure to better understand an issueAbility to adjust on the fly in a fast paced environment, based on prioritiesAbility 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 educationConsulting and/or product management experience or equivalent work experience is an advantagePrevious 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.