Enterprise Support Analyst

About Harri:

Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First-driven individuals who want to exceed the expectations of those who experience our brand.If you’re a builder, or problem solver, and love the fast pace of a startup, it’s time to meet the Harri family.

Who you are:

We are seeking a highly skilled and proactive Enterprise Support Analyst, you'll be a crucial member of our team, providing exceptional support to our enterprise clients using the Harri suite of products. You'll be the go-to resource for troubleshooting technical and functional inquiries, ensuring customer satisfaction and fostering strong relationships.

Key Responsibilities:

• Deliver Exceptional Customer Support: Provide top-notch support, building trust and confidence in Harri as a valued partner.
• Master Problem-Solving: Utilize advanced troubleshooting techniques to effectively resolve issues within defined SLAs.
• Communicate Clearly: Interact with customers via phone, chat, and email, providing clear explanations, documenting cases accurately, and keeping stakeholders informed.
• Continuously Learn: Identify complex issues, gather information for escalation, and stay updated on new features and product updates.
• Empower Our Users: Address customer questions, troubleshoot problems, offer workarounds, and guide them on effectively using the Harri platform.
• Contribute to Knowledge Sharing: Expand the Customer Support team's knowledge base by exploring new features and validating customer use cases.
• Drive Improvement: Participate in change management initiatives and process improvements to enhance customer support and product usability.
• Build Relationships: Foster strong connections with enterprise clients, ensuring their success with the Harri platform.
  

Experience and Skills:

• Bachelor's Degree
• Proven ability to thrive in a fast-paced environment
• Strong attention to detail and excellent analytical problem-solving skills
• Excellent written and verbal communication skills
• 3+ years of experience in a customer-facing role
• Experience with HCM and/or payroll software
• Experience with Zendesk, Slack, Jira, and G Suite
• Passion for providing exceptional customer service
  

*Please note this job description is not designed to cover or contain a complete listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time.

Skills

3+ years of experience in a customer-facing roleExperience with HCM and/or payroll softwareExperience with Zendesk, Slack, Jira, and G Suite