Who you are
As a Technical Support Engineer, you will take on the exciting challenge of delivering outstanding support to both customers and end users, helping them unlock the full potential of their Humanforce investment. In this role, you'll manage customer relationships, troubleshoot issues, assist with software installation and testing, and collaborate closely with internal teams to resolve any customer concerns. You will be instrumental in ensuring customer satisfaction by serving as a subject matter expert in essential areas such as awards, while providing timely and effective technical solutions that meet our service level agreements (SLAs).
What you will do
* Technical Support: Provide responsive, high-quality support to customers using the Humanforce platform, resolving technical issues efficiently and professionally.
* Issue Resolution: Troubleshoot software problems, investigate root causes, and clearly communicate solutions in a way that's easy for users to understand.
* Customer Coaching: Identify opportunities for client upskilling and deliver helpful guidance to ensure users get the most out of Humanforce.
* Collaboration: Work closely with internal teams to elevate complex issues, share insights, and continuously improve the support experience.
* Product Testing: Assist in verifying product issues or changes to ensure optimal client outcomes.
What you'll need
* Working knowledge of Windows OS, Android/iOS, and web browser environments
* Strong skills in web browser troubleshooting tools
* Understanding of databases and experience writing queries with Microsoft SQL Server
* Familiarity with network protocols (e.g., TCP/IP, HTTP, TLS/SSL, RDP, SMTP)
* Knowledge of file transfer protocols such as sFTP
* Experience with remote access tools like ConnectWise Control or TeamViewer
* Comfort with supporting web-based applications
Some 'nice to haves'
* Experience with Workforce Management (WFM), HCM, or Payroll software is a plus
Benefits
* A flexible working environment
* The opportunity to be part of a fast-growing tech company
* A focus on development with access to Go1 learning
* Paid parental leave and Quarterly Wellbeing Days
* Employee talent referral scheme (know great people, be rewarded)
* A fun and friendly culture working with passionate and talented people
* A work environment where you can genuinely improve the world of work!
We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.
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