Implementation Specialist

Our customer is an Australian business that offers integrated HR management software solutions with configurable components, self-service mobile access, and a cloud-based HR process that simplifies workflow.

Work setup: Hybrid.

Must be willing to work in our Clark office site 3x a week (MWF)

Benefits:

• Morning shift
• Work Equipment provided
• HMO on day 1

JOB RESPONSIBILITIES:

Onboarding New Clients

• Kick off client implementation
• Set up Client credentials/login in the Software and Zoho
• Run sessions and train clients on how to configure and use the software
• Integrate software with their payroll via online or XML mapping.
• Assist with employee data validation
• Work with the developers for enhancements, issues, and requests during implementation.
• Provide a software rollout project template to clients
• Complete the checklist and assist the client to Go Live
• Maintain in-depth knowledge of the software and the ability to adapt to its changes
• Clarify customer requirements; probe for and confirm understanding of their implementation requirements
• Document the complete and accurate Core HR and Onboarding Requirements Definition
• Add client to CRM, send welcome email & manual
• Obtain CSV data from the client, modify it in Excel, and import it into our software.
• Assist with employee data validation, reporting setup (basic SQL)
• Provide a software rollout project template to clients
• Complete checklist to Go Live
• Perform other tasks or duties assigned by the Client/Company Supervisor.

Live Website Chat- initial discussion with customer/lead

• Monitor & engage website visitors via Zopim chat popups
• Engage with Chat following a detailed script, answering questions about our software
• Follow the data collection process
• If the customer is interested, schedule a demonstration for the BDM
• Update CRM & Report on weekly chat results

1st Level Support for our software

• Monitor for reported issues
• Provide email & text chat Support to customers
• Register & resolve 1st level issues
• Escalate 2nd-level issues to consultants

REQUIRED SKILLS AND QUALIFICATIONS:

• Intermediate SQL experience - eg, writing queries, sorting data
• Advanced Excel - eg, able to rapidly sort, filter, and realign data
• Slack or a similar team collaboration/project tool
• Customer support / technical support role
• Perfect and fast written English

DESIRABLE BUT NON-ESSENTIAL EXPERIENCE:

• Live web chat like Intercom/Zopim
• Salesforce
• Marketing Automation systems
• Supporting a software product