Employment Hero is hiring a Product Support Analyst
Employment Hero is one of the fastest growing Australian Technology SaaS startups. Our mission is to permanently change employment to make it easier and more rewarding for everyone. Our cloud-based people management platform combines HR, payroll, and benefits to empower dynamic young businesses and their people to reach their full potential.
Our Sydney HQ is looking for a new Employment Hero Super Star to join our dynamic Product team. Following on from our massive growth as well as investment from big guns such as Seek, Airtree Ventures and One Ventures, we’re looking for a Product Support Analyst to help us sustain this growth and prepare for the future. Working in a fun and supportive team, you’ll be responsible for resolving issues and removing roadblocks for customers (over the phone and email) and adding value through developing solutions to problems you encounter throughout your journey with Employment Hero.
The ideal candidate will always have a smile and love a problem-solving challenge; the type of person not willing to settle for how things have always been. A background with IT is advantageous as it’s what we specialise in, and you'll be using technology to solve problems. This role is not for the faint-hearted – it’s very busy, very fast, at times very challenging . . . but very fun and rewarding. You’ll have multiple career pathway opportunities, but it is entirely up to you to make this job your own and steer your own direction.
In this role, you'll be:
The first point of contact for all customer support issues via email and over the phone - Level 1 & 2 Support
Exposed to project management, and stakeholder management.
Taking full ownership of customer support issues from diagnosis through to resolution, including email & telephone customer contact
Learning & mastering BDD (behaviour-driven development language)
Recording and tracking all customer support issues through our ticketing system (Zendesk)
Managing online content through our custom-built CMS
Checking system functionality against software deliverables and providing feedback
Reporting any bugs and edge cases
Liaising with the development team in Vietnam
Identifying and recommending how we can continuously improve our support and customer experience
Creating support documentation and delivering customer training when required
Customer service superstar - someone who loves helping people
Strong verbal and written communication skills
Resourceful in finding answers themselves whilst also knowing when to escalate/seek help from others
Ability to quickly learn and use various systems
Strong attention to detail
Able to collaborate with customers to problem solve and find a resolution
Effectively multitask and manage competing priorities
Supportive, fun and highly engaged team
Loads of opportunity for career growth
Join a disruptive HR tech company
Self, health, wealth, happiness initiatives
Seasonal Ping-Pong Tournaments <---- this gets pretty serious...
Friday drinks - music & a fully stocked beer & wine fridge
Flexible working arrangements
Continuing education/ post-graduate assistance program
Employee rewards program (POINTS WIN PRIZES)
Personal training, Yoga classes, Lunchtime soccer & netball on request
Health insurance corporate plan
Weekly fresh fruit
Quarterly & yearly team celebrations
Discounts on products and services through our third party partners