Client Support & Implementation Specialist

We're looking for a proactive and detail-oriented Client Support & Implementation Specialist to join our team. This dual-role position is pivotal in bridging the gap between sales and service, ensuring seamless onboarding and exceptional ongoing support for our HR4 platform. Your responsibilities will be split equally between both Client Implementation and Client Support.

Within Client Implementation, your responsibilities will be to Initiate Client Implementation on our platform; HR4 and our various product solutions offered as add-ons. This means, once a sales representative has successfully closed a deal, the Implementation Specialist steps in to act as the primary point of contact for that client moving forward. You will be responsible for carrying the client through the Discovery phase all the way to launching the software within their organization. Using technical platform know-how, you guide, motivate, and retain the clients assigned to you and be their ‘Go-To’ for any platform-related hiccups, concerns, or feedback.

Within Client Support, your responsibilities will be to quickly troubleshoot and resolve the issue from our customer support system. You will need an eye for detail, be collaborative and know how to analyze data. A big part of this role is tracking feedback and continuing reviewing the data, highlighting trends and communicating these to stakeholders within the HR4 team.

To be successful in this role, you must be passionate about not just creating long-lasting client relationships but also ensuring our clients always have a positive experience with the platform and services offered.

Specific Responsibilities:

Implementation

• Meeting with the sales team to gather requirements for client set-up following their discovery process
• Creating a project plan for each client based on the sales team feedback, detailing the tasks that need to be completed for the timely set-up of the client’s customized software applications
• Performing Quality checks to ensure the platform set-up is as desired by the client. This includes making sure the site has all the relevant data, files, documents, and processes as required by the client during the onboarding process
• Communicating with clients throughout the implementation process to obtain feedback and sign off
• Training and educating clients on the platform and its various processes, features as deemed necessary
• Assisting clients in optimal utilization of all platform tools and providing technical assistance when necessary
• Engaging the client and maintaining relationships with key stakeholders to retain memberships
• Have ongoing conversations with key client stakeholders to ensure they are up to date with new enhancements and updates pushed on the platform
• Encouraging clients to provide reviews on our platform once settled and comfortable with the platform
• Helping with chat support as required
• Other duties as assigned

Client Support

• Respond to requests for customer support primarily via our ticketing system called Intercom - training will be provided.
• 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 catalogue 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 Savy with a willing to learn new platforms quickly
• Ability to troubleshoot and problem solve in case of any system glitches
• 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, or equal experience
• Bilingual with fluency in English and French is required
• Experience in a client-facing role is required, within HR is a bonus
• Software implementation experience is a bonus

A successful person in this role thinks creatively and strategically, striving for personal, team, and client growth. Working hours may not always fall into the regular nine to five pattern, so a willingness to be flexible and go above and beyond to meet client expectations will be required.

Some travel may be required for a client who would like on-site training or discovery meetings.

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