Customer Success Representative

4 weeks ago

Plano, United States HR Focal Point Full time
Job DescriptionJob Description

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 position. The hours are as follows:
Monday: 3:00PM to 11:00PM
Tuesday: 3:00PM to 11:00PM
Wednesday: 3:00PM to 11:00PM
Thursday: 12:00PM to 8:00PM
Friday: 12:00PM to 8:00PM

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

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.

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
\r
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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