Technical Support Analyst

Who are we?

Humanforce’s vision is to make work easier and life better for frontline and flexible workforces.

Humanforce provides the market leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces - without compromise. Our employee centred, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Payroll, and Wellbeing.

Humanforce has built strong foundations since its founding in 2002. We help over 2300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child and health care; education; hospitality; retail; local government and more. Today, we have offices across Australia, New Zealand, United Kingdom, North America and the Philippines.

Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the world’s talent with the growth, productivity and efficiency objectives of frontline and flexible workforces.

What you'll do

• Develop comprehensive test plans based on acceptance criteria.
• Executing test plans and communicating results and outcomes.
• Lead small groups of business users through UAT processes.
• Investigate bug related queries with suggested fixes.
• Act as a first point of contact for internal company support queries

What you'll need

• At least 3-5 years of Support experience, ideally with CRM applications.
• Experience using IPaaS tools (Make & Zapier) & Postman for test cases.
• Demonstrated experience working in Agile teams.
• Experience documenting requirements and testing development for these systems (ideally experience in some, not essential for all):
  • SugarCRM
  • Billing systems
  • Finance systems
  • Zendesk - Support Desk
  • Gainsight - Customer Success
  • Kantata - Professional Services
  • PandaDoc – e-signature tool
  • HubSpot - Marketing automation
  • Segment - Customer Data Platform
  • Redshift - Data warehouse
  • Airtable

Our values

• We are bold
• We are all in
• We are customer obsessed
• We do what we say
• We are good humans

Our approach to flexibility

We are passionate about people making their own decisions about where and when they work. Our aim is to facilitate hybrid working (mix of in the office and from home) where possible to support our people to be effective, empowered, and productive to achieve both their career and personal goals. Because we recognise that working flexibly means different things to different people, flexible working exists in many forms.

Benefits

• A flexible working environment
• The opportunity to be part of a fast-growing Australian HQ tech company
• A focus on development with access to Go1 learning
• Quarterly Wellbeing Days
• 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.

We are a 2024 Circle Back Initiative Employer and commit to respond to every applicant