支持专员 EMEA
Support Specialist EMEA
关于 Remote People
在 Remote People，我们正在构建支持无国界团队的基础设施。通过处理全球薪资、福利、税务和合规问题，我们的技术使企业能够一键合规地在全球任何地方招聘员工。
如果您希望加入我们实现让每个人都能在梦想工作中为任何公司工作、从世界任何地方工作的愿景，请立即申请！
我们致力于打造一个全球化的、多元化的团队，代表不同背景、观点和经验的人。我们欢迎所有人的申请，无论性别、种族、性取向、宗教、婚姻或家庭状况、年龄或残疾。成为 Remote People 的一员意味着成为不断壮大的国际大家庭的一员。
职位概述：
Remote People 的支持专家提供关键的服务和支持，使用我们的内部工单工具来有效管理客户咨询、问题和请求。他们的主要职责是提供卓越的服务，确保及时解决、跟踪进展并保持清晰的沟通渠道。通过利用工单工具，他们优化客户和客户员工的体验，促进客户成功，并为 Remote People 重要客户的整体满意度做出贡献。
主要职责：
- 作为人力资源相关客户咨询的主要联系人，通过电子邮件、电话和聊天处理咨询。
- 高效管理并解决客户和员工的咨询，确保及时有效的解决问题。
- 调查和排查客户问题，确定根本原因并提供解决方案，在必要时将问题升级至相关团队或管理层。
- 与销售、运营、财务和薪资等内部团队合作，确保全面的客户服务和支持。
- 利用客户反馈，为产品和服务的持续改进做出贡献。
- 保持对公司产品的最新了解，以提供准确有效的客户指导和支持。
- 根据需要为客户进行产品或服务使用的培训。
- 识别并升级复杂问题至更高级别的支持或管理层，以实现高效解决。
- 进行有效的利益相关者管理，了解部门变化以便更好地协调。
- 分析支持数据和趋势，识别改进领域，并制定支持方面的改进策略。
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About Remote People
At Remote People, we're building the infrastructure to power borderless teams. By handling global payroll, benefits, taxes, and compliance, our technology enables businesses to hire anyone anywhere compliantly at the push of a button.
If you're interested in adding to our vision of enabling people to work in dream jobs, for every company, and from anywhere in the world, apply now!
We're committed to building a global, diverse team representing different and varied backgrounds, perspectives, and experiences. We welcome applications from everyone, regardless of gender, ethnicity, sexual orientation, religion, civil or family status, age, or disability. Being part of Remote People means being part of a growing, international family.
Position Overview:
A Support Specialist at Remote People provides crucial service and support, using our internal ticketing tool to effectively manage client inquiries, issues, and requests. Their primary focus is to provide exceptional service, ensuring timely resolution, tracking progress, and maintaining clear communication channels. By leveraging the ticketing tool, they optimize the client and client employee experience, foster client success, and contribute to the overall satisfaction of Remote People's valued clients.
Key Responsibilities:
- Serve as the primary point of contact for HR-related customer inquiries, handling them through email, phone, and chat.
- Efficiently manage and resolve client and employee inquiries, ensuring timely and effective issue resolution.
- Investigate and troubleshoot client issues, identifying root causes and providing solutions, with escalation to relevant teams or management when necessary.
- Collaborate with internal teams like sales, operations, finance, and payroll to ensure comprehensive client support and success.
- Utilize client feedback to contribute to the continuous improvement of products and services.
- Maintain up-to-date knowledge of the company's offerings to provide accurate and effective client guidance and support.
- Conduct training sessions for clients on using the company's products or services, as needed.
- Identify and escalate complex issues to higher-level support or management for efficient resolution.
- Engage in effective stakeholder management, staying informed about departmental changes for better coordination.
- Analyze support data and trends to identify improvement areas and strategize enhancements in the support process.
Key Qualifications:
- A minimum of 3 years of experience in customer service, within EOR or HRTech.
- Proficiency in Customer Support tools like Freshdesk, Zendesk, Salesforce, or WeCom/WeChat.
- Fluency in English (C2 or equivalent).
- Ability to work under pressure in a dynamic, fast-paced environment in a global company setting.
- Strong problem-solving and critical thinking skills.
- High level of organization and attention to detail.
- Ability to work collaboratively with cross-functional teams.
- Cultural sensitivity to communicate effectively with a diverse client base.
- Continuous learning mindset to keep up with industry and product developments.
- Demonstrated empathy and patience in client interactions, aiming to build lasting relationships.
What it's like working at Remote People
Our service & product. We're a technology company, not an accountancy, payroll provider, recruitment firm or similar. We build a workforce management platform that allows our customers to hire the best talent in minutes, without worrying about compliance, payroll, or HR admin.
Our amazing team and environment. Working at Remote People means you're working on something very exciting: Allowing every person on the planet to have access to equal opportunities in living a fulfilled work and personal life. We believe in hiring from within and going the extra mile to retain top talent. As the company continues to grow extremely fast, you will be given the opportunity to develop and grow alongside.
Our benefits and perks. Being part of Remote People means that you get the benefit of:
- A competitive salary
- An asynchronous working environment
- A "Remote-First" company environment (or Hybrid) - based on the nature of the job
- The ability to work from abroad for a short period of time
- Growth opportunities within the company
- We provide all new joiners with the necessary hardware to ensure you have the tools you need to succeed from day one
How to apply
Please fill out the form and upload your CV in a PDF format.
If you don’t have an up-to-date CV but you are still keen to reaching out, please feel free to add a copy of your LinkedIn profile instead.
Need help? Get in touch with us at: join@remotepeople.com