HR Support Consultant

As an HR Support Consultant at Employment Hero, your primary responsibilities will involve providing exemplary post-live support to customers, troubleshooting issues related to the Employment Hero platform, and maintaining robust communication channels to ensure client satisfaction. You’ll be addressing customer queries, guiding them through system updates, and collaborating with other teams to implement effective solutions. Your proficiency in customer service and HR insights will play a crucial role in helping our clients navigate the platform successfully.

To be successful as an HR Support Consultant at Employment Hero, you'll ideally possess a relevant degree in Human Resources or a related field. While prior experience in customer experience within a SaaS environment is a bonus, what truly matters is having solid HR knowledge, exceptional communication skills, and a problem-solving mindset. Your ability to thrive in a dynamic setting and put customer needs first will be fundamental for this role.

At Employment Hero, we believe in empowering our HR Support Consultants with the right resources and tools. You’ll receive extensive training on our products, access to cutting-edge technology, and a supportive team environment. Additionally, our emphasis on continuous learning means you'll have opportunities to participate in workshops and gather insights from customer interactions, further enhancing your skills and performance in the role.

The culture at Employment Hero is vibrant, innovative, and remote-first, allowing you the flexibility and responsibility to excel in your role as an HR Support Consultant. We value diversity, encourage fresh ideas, and foster collaboration among our team members. Our unique approach, known as The EH Way, ensures that every voice is heard and that employees align with our mission of revolutionizing employment.

At Employment Hero, career progression for an HR Support Consultant is attainable and encouraged. Your journey can evolve from front-line customer support to roles with increasing responsibilities, such as team leadership or cross-functional projects involving product development. We invest in your professional growth by offering workshops, recognition programs, and development plans tailored to help you achieve your goals.

When prioritizing customer tickets as an HR Support Consultant, I assess the urgency and impact of each issue. I categorize tickets based on their severity and the customer's needs, focusing first on those that are critical to business operations. I also ensure to communicate effectively with customers about the timeline for resolution, which helps manage their expectations.

To resolve customer queries effectively, I employ active listening to fully understand the issue at hand, followed by a structured troubleshooting approach. I ensure I draw on all available resources, including documentation and collaboration with teammates, to provide the most accurate and timely response, which helps enhance customer satisfaction.

In one instance, I dealt with a frustrated customer facing a significant issue with our platform. I listened empathetically to their concerns, ensured I fully understood the problem, and reassured them that I would find a solution. After identifying the root cause and involving the technical team, I guided the customer step-by-step through the resolution process. They left satisfied, highlighting the importance of patience and communication.

I would contribute to the team culture at Employment Hero by embodying our core values of collaboration and innovation. Sharing knowledge and best practices, celebrating team successes, and providing constructive feedback are all ways I can help strengthen team dynamics. I also believe in fostering an inclusive environment where everyone feels empowered to share ideas.

I'm experienced with several CRM tools such as ZenDesk and Salesforce, which I have used for maintaining records of customer interactions, managing tickets, and analyzing customer feedback. These tools allow for effective tracking of issues and help ensure that all customer queries are addressed promptly and efficiently.

Staying updated with product changes and enhancements is crucial for an HR Support Consultant. I utilize internal communication channels, attend team meetings, and review documentation released by the product team. Additionally, engaging with customers allows me to understand their needs better, which informs how I handle inquiries related to new features or updates.

My approach to effective communication with clients is rooted in clarity and empathy. I make sure to explain technical aspects in simple terms while actively listening to their concerns. Regular follow-ups and summarizing our discussions ensure that clients feel heard and understood, which builds trust and rapport.

I want to work at Employment Hero because I admire the company’s mission of transforming employment practices and empowering businesses. Being part of a dynamic and innovative team that values collaboration aligns perfectly with my career values. The opportunity for professional growth and being part of a company that prioritizes employee culture is incredibly appealing.

When I had to quickly learn a new customer support tool, I approached it by dedicating focused time to explore its functionalities, leveraging tutorial resources, and seeking help from colleagues who were experienced with it. By applying it to real customer scenarios, I was able to grasp its components efficiently, enabling me to provide the necessary support without significant downtime.

A successful HR Support Consultant combines strong communication skills, problem-solving capabilities, and a customer-centric mindset. Being proactive and agile in addressing client needs while maintaining a positive attitude is vital in ensuring customer satisfaction. Additionally, a willingness to learn and adapt to changes in product functionalities complements these skills effectively.