Client Support Coordinator

Are you an individual who loves making an amazing first impression? Do you love the idea of being able to solve complex problems and making an immediate impact? If yes, this role may be the perfect fit for you!

The Client Support Coordinator is the first point of contact for HR4 customer questions about our software, programs, and Human Resources related questions. The primary task of this position will be to quickly troubleshoot and resolve the issue, working closely with the Client Services and Development team to accomplish this goal. As the Client Support Coordinator, you will need to have an eye for detail, be collaborative, and know how to analyze data. A big part of this job is tracking feedback and continually reviewing the data, highlighting trends, and communicating these to stakeholders within the HR4 team. You will be responsible for preparing reports and presentations and to have a proactive approach which is demonstrated by taking action and setting up meetings with stakeholders.

Specific Responsibilities:

• Respond to requests for customer support primarily via our ticketing system called Intercom.
• Diagnose and resolve technical issues with our two web-based platforms on Windows and Mac.
• Identify and escalate situations requiring urgent attention.
• Triage and redirect issues and requests to the correct resource.
• Follow up on client issues and requests to ensure all matters are resolved and working accordingly.
• Log and track support tickets, presenting trends and findings to key stakeholders.
• Communicate ideas and product improvements to the Product and Leadership teams to improve the HR4 experience based on your daily interactions with clients.
• Contribute to our growing catalog of support documentation by developing guides and video resources for our clients.

Skills and Competencies:

• Confident and professional in your approach with clients and co-workers.
• Software Savvy with a willingness to learn new platforms quickly.
• Excellent verbal and written communication skills.
• Able to communicate and deliver as per deadlines set.
• Able to multitask and manage time effectively.
• Able to take initiative and find areas of opportunity.
• Organized and with an eagle eye for the details.
• Ability to apply discretion and maintain a high level of confidentiality when handling sensitive information.
• Ability to develop and manage interpersonal relationships at all levels of the company.
• Proficiency in Microsoft Office Suite or related software.

Education and Experience:

• Degree in Human Resources and or Business Administration is a bonus.
• Bilingual with fluency in English and French would be an asset.
• Experience in customer success, support, or service role in SAAS, within HR is a bonus.

HR4 Ltd. is a small company that moves fast and strives for excellence. Being a part of our team means you’ll have a whole lot of responsibility and impact. Working hours may not always fall into the regular nine-to-five patterns, so a willingness to be flexible and go above and beyond to meet client expectations will be required.

HR4 Ltd. is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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