Support Specialist

This is a fully remote position, open to applicants in Europe.

📋 Description

• Act as the main point of contact for HR-related inquiries from customers via email, phone, and chat.

• Effectively manage and resolve inquiries from clients and employees, ensuring prompt issue resolution.

• Investigate and troubleshoot client concerns, identify underlying causes, offer solutions, and escalate when needed.

• Work collaboratively with sales, operations, finance, and payroll teams to guarantee thorough client support and success.

• Utilize client feedback to aid in the ongoing enhancement of products and services.

• Keep up-to-date with company offerings to deliver accurate guidance and support to clients.

• Conduct training sessions for clients on company products or services as required.

• Escalate complicated issues to higher-level support or management when necessary.

• Manage stakeholder relationships and stay updated on departmental changes.

• Analyze support data and trends to pinpoint areas for improvement and enhance support processes.

⛳️ Requirements

• At least 3 years of experience in customer service, specifically in EOR or HRTech.

• Expertise in Customer Support tools such as Freshdesk, Zendesk, Salesforce, or WeCom/WeChat.

• Proficiency in English (C2 or equivalent).

• Capability to perform under pressure in a dynamic, fast-paced global company environment.

• Strong problem-solving abilities and critical thinking skills.

• High degree of organization and attention to detail.

• Ability to collaborate effectively with cross-functional teams.

• Cultural sensitivity to communicate successfully with a diverse range of clients.

• A mindset geared towards continuous learning to stay abreast of industry and product advancements.

• Proven empathy and patience in client interactions, focused on building long-lasting relationships.

🏝️ Benefits

• A competitive salary

• An asynchronous working environment

• A "Remote-First" company culture (or Hybrid) depending on job requirements

• The opportunity to work from abroad for a limited duration

• Opportunities for growth within the organization

• Essential hardware provided to all new employees