Job Overview
We are looking for a dynamic and driven individual to join our support team! You will be an integral part of a foundational team in a company dedicated to achieving one of our most important strategic aims: the quality, accuracy, and speed of resolution of client queries. Providing an outstanding service requires not only great technical knowledge but adopting and building automations and integrations to create new operational efficiencies and scalable processes. This role will provide exposure to businesses across the globe, help you develop your analytical skills, and translate complex subject matter into an easily digestible way. A core part of our business is the operational team’s understanding of global HR and payroll-related technical matters. We offer our services in over 170 countries globally and this role entails becoming highly proficient in technical knowledge relating to labour relations, payroll, employment matters, HR support and overall problem solving across a number of different countries within which we operate. There is a significant commercial aspect to this role, with a key focus on communication with clients and their employees, which is critical to overall customer satisfaction.
Role and Responsibilities
You Will:
- Be responsible for all aspects relating to excellent client and employee technical support, including:
- Assuming full responsibility for client and employee issues and striving to exceed expectations in resolving them
- Engaging with internal stakeholders to ensure issues are resolved and that resolutions offered contribute towards the growth of our customer base
- Using a professional and client-centric approach in resolving client and employee issues to ensure a positive experience.
- Continuously engage with the platform and various other business changes and features to remain up to date with the product.
- Ensuring that all allocated tickets are given adequate attention and focus
- Handling multiple high-impact projects simultaneously in a fast-paced, rapidly changing environment.
- Any other task which may be required by the CEO, Managing Director, COO and Head of Customer Success in line with the company’s operational setup
Skills and Experience
You have:
- Preferable qualifications: PDM, PDBA grads, B Com Law/Accounting/Finance/Economics/equivalent, Engineering/equivalent
- Excellent high school and university results
- Comfortable with ambiguity and complexity
- Efficient, creative and a strong problem solver
- Outstanding communication and interpersonal skills
- High energy, positive attitude, self-starter
- Comfortable working under tight deadlines and pressure from end users
- Excellent ability to prioritize
- Strong organizational skills and attention to detail
- Affinity to technology (experience with Monday.com and Zendesk advantageous)
- Customer support experience advantageous
Compensation and Benefits
- Competitive packages: Earn a competitive market salary; plus, access to Employee Purchase schemes to the private company. We grow, you grow
- Generous Vacation Policy: We think time off is essential… and we encourage it!
- Hybrid Working: We offer you an autonomous environment to perform at your highest level; whether it’s in-office or remote.
Our Values
- Better Than Yesterday- We embrace challenges, question the status quo, and dedicate ourselves to continuous progress. The ultimate goal is to be better today than yesterday, with a plan to become even better tomorrow
- One Playground - The Playground is our shared space to create, innovate and win, together. We are a global team with a global vision, breaking down barriers to work to a common goal.
- Impact Over Input- Making an impact is everyone's role. Each of us are not just responsible for our actions but for their outcomes.
- Obsession For Excellence- Excellence is earned. We aim to achieve the extraordinary, and in our pursuit, we are relentless. We set ourselves high standards and deliver through accuracy, expertise and the highest standards of service.
- We welcome applications from every background and believe diverse experiences and perspectives will make us stronger.
Application Process
- Introductory Call- meet our Talent team to discuss the opportunity and establish a great mutual fit for the role
- Meet the Hiring Manager- a more in-depth exploration of your relevant experience and the skills you’ll bring to the challenge of the role
- Case Study and Presentation- a chance to showcase your capabilities and how you like to work
- Value Fit Interview- a final discussion with your future colleagues to align on expectations and set you up to succeed
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