Support Specialist EMEA

Location: EMEA (Remote)

Department: Operations

Position Overview:

A Support Specialist at Remote People provides crucial service and support, using our internal ticketing tool to effectively manage client inquiries, issues, and requests. Their primary focus is to provide exceptional service, ensuring timely resolution, tracking progress, and maintaining clear communication channels. By leveraging the ticketing tool, they optimize the client and client employee experience, foster client success, and contribute to the overall satisfaction of Remote Peoples valued clients.

Key Responsibilities:

• Serve as the primary point of contact for HR-related customer inquiries, handling them through email, phone, and chat.

• Efficiently manage and resolve client and employee inquiries, ensuring timely and effective issue resolution.

• Investigate and troubleshoot client issues, identifying root causes and providing solutions, with escalation to relevant teams or management when necessary.

• Collaborate with internal teams like sales, operations, finance, and payroll to ensure comprehensive client support and success.

• Utilize client feedback to contribute to the continuous improvement of products and services.

• Maintain up-to-date knowledge of the companys offerings to provide accurate and effective client guidance and support.

• Conduct training sessions for clients on using the companys products or services, as needed.

• Identify and escalate complex issues to higher-level support or management for efficient resolution.

• Engage in effective stakeholder management, staying informed about departmental changes for better coordination.

• Analyze support data and trends to identify improvement areas and strategize enhancements in the support process.

Key Qualifications:

• A minimum of 3 years of experience in customer service, within EOR or HRTech.
• Proficiency in Customer Support tools like Freshdesk, Zendesk, Salesforce, or WeCom/WeChat.
• Fluency in English (C2 or equivalent).
• Ability to work under pressure in a dynamic, fast-paced environment in a global company setting.
• Strong problem-solving and critical thinking skills.
• High level of organization and attention to detail.
• Ability to work collaboratively with cross-functional teams.
• Cultural sensitivity to communicate effectively with a diverse client base.
• Continuous learning mindset to keep up with industry and product developments.
• Demonstrated empathy and patience in client interactions, aiming to build lasting relationships.