Responsibilities:

On-boarding New Clients

• Kick-off client implementation
• Set up Client credentials/login in Software and Zoho
• Run sessions and train clients on how to configure and use the software
• Integrate software into their payroll via online or XML mapping
• Assist with employee data validation
• Work with the developers for enhancements, issues, and requests during implementation.
• Provide software rollout project template to clients
• Complete checklist and assist the client to Go Live
• Maintain in-depth knowledge of the software and 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 to our software.
• Assist with employee data validation, and reporting setup (basic SQL)
• Provide 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 / Qualifications

• Intermediate SQL experience - e.g., writing queries, sorting data
• Advanced Excel - e.g. able to rapidly sort, filter, and realign data
• Slack or 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 and Zopim
• Salesforce
• Marketing Automation systems
• Supporting a software product

Please refer to job description.