Customer Support Specialist (CSS)

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.