Product Support Executive

About the role:

As a Product Support Executive, you will provide support to current HRLocker customers, in conjunction with our Customer Success, Support, and product development Teams. This is a remote position, providing flexibility and the opportunity to work from anywhere in Ireland.

Duties (main responsibilities) :

• Act as first-line support to our customers through phone and support ticket function
• Serve as the primary point of contact for customer inquiries, user support concerns, and technical support needs.
• Demonstrate product capability and functionality
• Collaborate with customers and our Sales team to deploy HRLocker to the customer’s specifications requirements and configure the platform accordingly.
• Provide expert guidance and assistance during the HRIS implementation and setup process. 
• Ensure the successful deployment and integration of the HRIS platform within the customer's organization. 
• Troubleshoot and resolve customer issues related to HRIS usage, data integrity, and system functionality. 
• Performing data migrations for customers and identifying and resolving issues resulting from migrations. 
• Manipulating data from customer accounts for use on migrations. 

Essential attributes and qualifications:

• Minimum 3 years experience in a customer support role. 
• Experience using an electronic CRM system. 
• Self-motivated and results-oriented with a strong work ethic. 
• Ability to adapt to change. 
• Excellent communication and interpersonal skills, with the ability to effectively communicate expectations, provide feedback, and foster a collaborative support culture.
• Strong emotional intelligence with analytical and problem-solving skills. 
• Ability to work independently in a remote work environment and effectively collaborate with team members across various locations.
• Is comfortable working in an open transparent environment/culture and is comfortable in sharing their vulnerabilities. 
• Experienced in using Microsoft software suite.
• Organised, and the ability to be able to multi-task & manage several queries at once.
• An appetite for adult learning.
• Ambitious for yourself and HRLocker 

Desirable but not essential :

• Degree or Diploma in business or equivalent experience. 
• Experience working in a remote-first organisation 
• Experience supporting customers in a B2B SaaS solution 
• Regional market knowledge and familiarity with the HR tech industry. 
• Previous experience working within a SAAS, recruitment, or HR domain.
• An understanding of people management and human resources.
• Experience using HubSpot.

Remuneration :

€27,000+ Remote working allowance, PRSA, 25 days holidays + 1 CSR day, 2 wellness days and you get your birthday off😊. You will qualify for share options. 

Our culture is everything to us and while most people are excited about how we work. It will not suit everyone, as continual development is expected and encouraged.