Support Consultant Peopleclick
The Support Consultant develops an expertise with Peoplefluent?s suite of HR software products and applies that expertise in resolving customer inbound issues. At Peoplefluent, the Support Consultant is the customer?s friend at the company and often develops strong working relationship with many of the clients.
As a Support Consultant, you will work under limited direction to provide such quality support that result in a high degree of customer satisfaction. You will do so through accomplishing a diverse range of complex responsibilities including analyzing logs, troubleshooting information, and assisting in solving product defects. You will work to define and/or resolve customer problems through telephone discussions and written correspondence. To solve customer problems it is necessary to use various methods such as simulating customer problems, discussing problems with more experienced department personnel, following-up with the client, and communicating such problems with other departments to aid the resolution of the problem.
To excel, it is required that you act as a frequent inter-organizational contact as an expert and champion of support?s services. You will serve as an outside customer contact on technical and product related problems, diagnosing software and systems failures, and using established procedures.
An ideal candidate will possess some knowledge of Talent Management software in both web-based and mobile form.
Success in this role requires a working knowledge of other related fields in addition to broad application of directly applicable principles, theories, and concepts. The Support Consultant will be motivated to solve problems, a great communicator, and possesses excellent analytical skills.
? Thoroughly and articulately document progress, findings, solutions, communications, etc in ticket tracking System.
? Manage moderately complex customer relationships, and resolves moderate customer problems within designated product lines.
? Manage communications on support tickets through to closure.
? Ability to effectively define, research and resolve customer issues in a timely and accurate manner.
? Have the appropriate expertise and understanding to work with minimal guidance to research and resolve customer issues.
? Provides timely updates to the customer on the status of outstanding issues.
? Engage other departments as necessary for resolving customer issues.
? Assist senior team members with complex issues to gain experience and exposure to more advanced product issues.
? Regularly serve as a technical/application resource within the organization.
? Developing subject matter expertise (SME) in assigned module and gaining knowledge of other modules.
? Regularly contribute to and sometimes conduct product issue reviews within the organization.
? Provide regular status and progress update to management on high visibility customer situations.
? Become familiar with industry developments via trade journals, conferences, or educational opportunities.
? Maintain an awareness of business unit and company objectives.
? Understands how to use debugging tools in the ATM product for analyzing issues.
? Participates in on-call coverage.
? Able to manage difficult customer situations.
? Able to manage Urgent Escalated issues requiring resources from multiple groups within the organization.
? Able to manage and drive multiple complex issues for the same customer while keeping them informed of progress.
? Some knowledge of HR space and business practices.
? Effectively manages customer facing meetings.
? Understands principles and concepts of SaaS technologies.
? Excellent oral and written communication.
? Strong problem solving and analytic skills.
? Ability to perform cross-functional tasks within the support organization.
? Ability to function in a team environment.
? Strong time management skills.
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Raleigh, NC 27601