About the role

We are building out a new HCM product to offer to the HRO market. In parallel to the product development effort, we are forming a new, dedicated HCM Services team to deliver an amazing post-sale experience, from implementation and client onboarding to ongoing support and training. This is a unique opportunity to get in on the ground floor of this exciting new initiative for the company. This role will require a “startup mentality,” with the flexibility and adaptability to rapid change, wear multiple hats, and be willing to do what it takes to ensure our customers are happy and successful on this new platform.

Responsibilities:

• Assist client users with questions and issues pertaining to the HCM platform
• Troubleshoot and resolve support requests
• Be able to try and replicate the reported issue and escalate any application bugs for further review
• Interact with clients by phone, email, and/or chat to diagnose and troubleshooting issues, and provide status updates and resolutions to reported issues
• Stay current with system capabilities, including bug fixes and new functionality
• Contribute and maintain content to the PrismHCM Knowledge Base (documentation and/or video)
• Train internal employees and/or customers on various aspects of PrismHCM

Skills:

The ideal candidate will have much of the following experience and skills:

• Knowledge of payroll, taxes, benefits, and other HR operations
• Strong knowledge of HRIS systems including payroll, benefits, and human resources
• Excellent listening, problem solving, and troubleshooting skills
• Ability to communicate and present information effectively, both on the pone andnin writing, with technical as well as non-technical audiences
• Strong technical inclination, and a desire to learn continuously
• Ability to handle tense and confrontational situations, using appropriate interpersonal styles and methods to reduce tension or conflict while instilling confidence.
• Ability to learn and work independently with exceptional attention to detail
• Willingness to collaborate in one-on-one and group settings
• Flexibility, adaptability, and a can-do attitude.

• Assist client users with questions and issues pertaining to the HCM platform
• Troubleshoot and resolve support requests
• Be able to try and replicate the reported issue and escalate any application bugs for further review
• Interact with clients by phone, email, and/or chat to diagnose and troubleshooting issues, and provide status updates and resolutions to reported issues
• Stay current with system capabilities, including bug fixes and new functionality
• Contribute and maintain content to the PrismHCM Knowledge Base (documentation and/or video)
• Train internal employees and/or customers on various aspects of PrismHCM

• Knowledge of payroll, taxes, benefits, and other HR operations
• Strong knowledge of HRIS systems including payroll, benefits, and human resources
• Excellent listening, problem solving, and troubleshooting skills
• Ability to communicate and present information effectively, both on the pone andnin writing, with technical as well as non-technical audiences
• Strong technical inclination, and a desire to learn continuously
• Ability to handle tense and confrontational situations, using appropriate interpersonal styles and methods to reduce tension or conflict while instilling confidence.
• Ability to learn and work independently with exceptional attention to detail
• Willingness to collaborate in one-on-one and group settings
• Flexibility, adaptability, and a can-do attitude.

• BA/BSc/HND