Managed Services Consultant

As a Managed Services Consultant (MSC), you will be working with our largest enterprise customers. Many of them are looking to disrupt their recruiting and HR processes, and this role helps make that a reality. You will be responsible for helping manage the client’s administration of their system and consult on changes requested to the system for their instance. It is a rewarding role that allows you to redefine how teams manage talent across their entire organization ensuring that issues and requests are analyzed, evaluated, and implemented as requested. Below are the main responsibilities, however, you may be asked to perform other related tasks.

Important: work afternoon shift 3-11 p.m. to support clients overseas

Responsibilities

• Work with the Technical Services Manager and clients to plan, coordinate, and deliver the Admin-as-a-Service solution to help support their system
• Liaise with the Client when there is clarification needed to ensure a request is fully understood and the impact assessed correctly, ensuring the client clearly understands the request fully
• Advise clients on new features and how they could be implemented and enhance their systems usage and experience
• Regularly communicate with the Technical Services Manager to deliver weekly status updates on the client and provide visibility to common issues that the client is experiencing or requesting
• Track all requests from the Client and ensure they are resolved within the given SLA
• Liaise with Functional and Integrations Consultants to ensure that best practices are implemented and that the client is getting the best experience
• Support clients over different communication channels - phone lines, tickets, and emails. You will track all the queries and communicate with a wider team providing timely resolution
• Work afternoon shift 3-11 p.m. to support clients overseas

Requirements

• Strong command of the English language, both written and verbal
• Knowledge of support ticketing systems
• Knowledge of SaaS software systems
• Experience administering and utilizing an ATS system
• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Confident, clear, and dynamic communicator (verbal and written)
• Ability to quickly learn new technologies
• Ability to focus on results while working independently when given broad direction

Desirable experience:

• Proven working experience in providing Help Desk support
• Experience in HR, recruiting, or related industry
• Use of Salesforce, JIRA, or Confluence are all excellent additions
• Strong client-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation