What are the responsibilities and job description for the Customer Support Specialist position at HelloTeam?
About HelloTeam: HelloTeam is at the forefront of transforming HR technology to empower businesses with innovative solutions for enhanced employee engagement and operational efficiency.
Position Summary: This role is responsible for delivering end-to-end client support, combining high-quality customer service with platform training and implementation guidance. Serving as a primary point of contact, this individual supports clients through onboarding, ongoing use, and issue resolution to ensure a successful experience with the platform.
The specialist collaborates cross-functionally to address escalations, documents all interactions and progress within the system, and helps drive client adoption and satisfaction. Success in this role requires strong communication skills, the ability to manage multiple priorities, and a proactive, solutions-oriented approach to both support and client enablement.
Responsibilities Include:
Position Summary: This role is responsible for delivering end-to-end client support, combining high-quality customer service with platform training and implementation guidance. Serving as a primary point of contact, this individual supports clients through onboarding, ongoing use, and issue resolution to ensure a successful experience with the platform.
The specialist collaborates cross-functionally to address escalations, documents all interactions and progress within the system, and helps drive client adoption and satisfaction. Success in this role requires strong communication skills, the ability to manage multiple priorities, and a proactive, solutions-oriented approach to both support and client enablement.
Responsibilities Include:
- Handling inbound and outbound communications (phone, email, and support requests)
- Support client onboarding and implementation by conducting training sessions, guiding clients through platform setup and configuration, and ensuring alignment with best practices.
- Troubleshooting platform-related issues, and providing clear, timely resolutions.
- 1-3 Year of experience in a Customer Support role
- Customer service and communication skills including business writing
- Software and environment trouble-shooting and diagnostic skills
- Solid understanding of basic computer functions and ability to teach/train users
- Experience supporting Software As A Service preferred (Not Required)
- Strong oral and written communications skills
- Excellent organizational, problem solving and communications skills
- The ability to work independently and balance multiple priorities
- Team player, resourceful, flexible
- Previous professional customer and/or technical support experience
- Previous Paychex Flex experience preferred (Not Required)
- An Associate's or Bachelor's degree in Communications, Business Administration, or similar course of study is preferred (Not Required)