As a Customer Success Specialist you will be responsible for providing specialist support. This primarily focuses on Talent’s ENGAGE Platform (a contractor support platform that enables them to manage contracts and timesheets, whilst providing contractors with support around their wellbeing). The role will also involve support across other areas of the Customer Success team, including ensuring the data synchronisation across internal systems, and triage of queries.
Your main responsibilities will be:
- ENGAGE support: Investigation, Documentation and Resolution of Issues for external ENGAGE users (contractors and clients / timesheet approvers) and escalating when necessary.
- Identify, categorise (triage), and prioritise issues within Zendesk or any other support system, including providing an initial response of receipt to users where applicable.
- Support for other support functions as required, including Middle office (Change requests, Voiding of Timesheets, sending onboarding forms, etc) and system support for other (SaaS) applications, including Bullhorn, Fasttrack, etc.
- Supporting the data synchronization between Bullhorn, Engage and Fasttrack. Inclusive of the updating contractor and placement information, if and where required.
