Customer Success Representative
4 weeks ago
HRFP is seeking a highly-motivated, self-starter individual to be a part of our Managed Support Services Department. We are providing the rare opportunity to work hands-on with the SAP SuccessFactors HCM application at multiple customer installations coordinating business processes, payrolls, and downstream business applications. We are asking that you be willing and open to learning as much as possible as quickly as possible. On a daily basis, you will be applying problem solving skills and communicating first hand with customers regarding their unique HR systems.
This person must be a US based and considered a US person and successfully complete a background check
The Customer Success Representative job responsibilities include:
Address Customer tickets and requests in a timely manner
Review and troubleshoot errors; coordinate with the client(s) where master data correction is needed
Communicate complex solutions to end users
Coordinate ticket prioritization with fellow team members
Perform detailed research using multiple search platforms
Track ticket responses and completion times in accordance with SLAs (Service Level Agreements)
Collaborate with team members to resolve tickets which cross multiple platforms
Communicate ticket progress via emails, reports, and meetings with the customers
Follow escalation procedures for high priority tickets
Provide frontline support via a customer phone line
Navigate and coordinate high impact outage support by communicating updates to customers in a timely manner
Working Hours/Schedule
This is an after hours/overnight position. The hours are as follows:
Thursdays 3:00PM - 11:00PM
Fridays 3:00PM - 11:00PM
Saturday 7:00PM - Sunday 7:00AM
Sunday 7:00PM - Monday 7:00AM
Preferred Skills
An ideal employee will possess the following skills:
Competency in SAP Success Factor Modules
Self-motivated with excellent communication and interpersonal skills
Strong organizational and analytical skills
Interest in new technologies
Paying close attention when receiving information and drawing out more information than received in normal discourse
Gathering, analyzing, and evaluating issues and information to come to an unbiased conclusion
Finding solutions to problems and understanding the steps used to solve the problem
Weighing the evidence and options at hand to determine a specific course of action
Paying close attention to an issue, topic, or interaction in order to retain information for the future
Working with individuals and other groups to achieve common goals
Inferring what others are thinking by observing them
Budgeting and allocating time for projects and goals and structuring schedules to minimize conflicts and maximize productivity
Generating ideas, concepts, or inferences that can be used to create new things
Desiring to learn and understand new or unfamiliar concepts
Conceiving and thinking about new ideas, concepts, or images
Practicing rules and standards that guide conduct and guarantee rights and fairness
Identifying and understanding the emotional states of others
Working with others, coordinating efforts, and sharing resources to accomplish a common project
Withstanding setbacks, avoiding discouragement, and persisting toward a larger goal
Required Qualifications
Excellent English language, oral, and written communication skills
US Citizenship or authorization to work in the United States
General Knowledge of Microsoft Office and Google Suite
End User experience in SAP Success Factor Modules
Preferred Qualifications
Customer Service Experience
SAP HCM and/or Success Factors Modules Experience
Benefits
Competitive salary depending on experience
Health insurance including HSA spending account, Dental and Vision
401k
STD, LTD
Paid Time Off & Holiday Pay
We are always looking to expand our company with people who share our passion and enthusiasm for creating the best experiences for our customers. Our Managed Support Services (MSS) Team provides personalized, ongoing support to our clients through implementation and beyond. This SuccessFactors consultant position will provide an exciting opportunity to build long lasting client relationships and continually improve and build on their respective systems.Company DescriptionHR Focal Point (HRFP) is a rapidly growing technology consulting company. We specialize in the implementation and support of the on-premise and cloud-based Human Experience Management (HXM) applications from SAP, the largest enterprise resource planning software company in the world. At HR Focal Point we are passionate about helping our customers find the right SAP solutions and tailoring the system and our services to fit their unique needs. Our goal is to deliver the highest quality of service to our clients. \r
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We are always looking to expand our company with people who share our passion and enthusiasm for creating the best experiences for our customers. Our Managed Support Services (MSS) Team provides personalized, ongoing support to our clients through implementation and beyond. This SuccessFactors consultant position will provide an exciting opportunity to build long lasting client relationships and continually improve and build on their respective systems.
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