The Role
The Customer Support Specialist will deliver exceptional support to clients using HR tech solutions, focusing on global payments and payroll. Responsibilities include managing customer inquiries, troubleshooting technical issues, documenting interactions, and coordinating with internal teams. The ideal candidate will communicate effectively, resolve issues efficiently, and improve client satisfaction.
Summary Generated by Built In
Job Summary:
The Customer Support Specialist (CSS) will provide outstanding support to clients of Helios, focusing on our HR tech solutions for global payments and payroll. This role involves delivering high-quality customer service, resolving inquiries efficiently, and ensuring client satisfaction. The ideal candidate will be a proactive communicator with strong problem-solving skills and a deep understanding of our product offerings.
Key Responsibilities:
- Customer Interaction:
- Manage and respond to customer inquiries via phone, email, and chat, providing prompt and accurate information.
- Address and resolve customer issues with a focus on delivering a positive experience and ensuring high levels of satisfaction.
- Issue Resolution:
- Troubleshoot and diagnose technical issues related to global payment and payroll systems, offering step-by-step assistance to customers.
- Escalate complex or unresolved issues to higher-level support or specialized teams, ensuring timely and effective resolution.
- Documentation and Tracking:
- Accurately document all customer interactions, issues, and resolutions in the CRM system (e.g., Zendesk, Salesforce).
- Follow up with customers to verify issue resolution and gather feedback to improve service quality.
- Collaboration and Coordination:
- Work closely with internal teams (e.g., Product, Engineering, Sales) to address customer needs and ensure comprehensive support.
- Relay customer feedback and recurring issues to relevant departments to support product and service improvements.
- Product Knowledge and Support:
- Provide detailed information and guidance about our products and services, helping customers utilize our global payment and payroll solutions effectively.
- Stay informed about product updates, features, and best practices to offer knowledgeable support.
Qualifications:
- Experience:
- 2+ years of experience in customer support or service roles, ideally within the SaaS or HR tech industry.
- Familiarity with global payment systems and payroll processes is advantageous.
- Skills and Abilities:
- Excellent communication and interpersonal skills, with the ability to convey complex information clearly.
- Strong problem-solving skills, capable of diagnosing and resolving issues effectively.
- Ability to manage multiple tasks and high-volume inquiries in a dynamic environment.
- Technical Proficiency:
- Proficiency with customer support software and CRM systems (e.g., Zendesk, Salesforce).
- Experience with troubleshooting technical problems and guiding customers through solutions.
- Attributes:
- Highly organized and detail-oriented with effective time management skills.
- Empathetic and patient with a strong customer-centric approach.
- Collaborative team player with the ability to work effectively across departments.
Preferred Qualifications:
- Experience in a high-growth, fast-paced startup environment.
- Multilingual skills, especially in languages relevant to key markets.
- Understanding of HR tech solutions and the specific needs of global payroll and payment clients.
The Company
What We Do
Helios offers a salon POS system for tanning salons, fitness centers, day spas, and beauty salons.