Job Summary:
The primary purpose of this role is to support the client, a time and attendance, payroll, and HR software company, by providing assistance with payroll processing and day-to-day operational support. Additionally, this role involves Level 1 Support, which includes handling initial or basic support queries.
Key Responsibilities:
1. Serve as a guide to assist clients with issues, using a thorough understanding of their products to:
- Configure software to meet client needs.
- Identify, troubleshoot, and correct configuration discrepancies.
- Recognize and escalate issues that cannot be resolved through level 1 support.
2. Answer calls and respond to online live chats and emails.
3. Employ technical and communication skills to deliver high-quality, personable customer service, enhancing client satisfaction.
4. Document client interactions, including calls and chats, in Salesforce software.
5. Collaborate with colleagues to address challenges, particularly complex cases requiring teamwork and insight.
6. Adapt to tight situations by taking on various roles and working with urgency and flexibility.
7. Engage in on-the-job training to keep current on product knowledge and related technical skills.
8. Perform other ad-hoc duties as assigned by the immediate supervisor, in line with the role’s grade.
9. Oversee the administration of Tier 2 training sessions.
Education and Minimum Skill Requirements:
- Bachelor’s Degree with course in a related field
- 1+ years Customer Service background – PREFERRED.
- Knowledge of time and attendance systems, including fingerprint and biometric technologies, is a plus.
- Strong proficiency in computer and technical skills.
- Ability to adapt and effectively manage multiple priorities.
- Excellent written and verbal communication abilities.
- Strong interpersonal skills, fostering teamwork and collaboration.
- Proven problem-solving capabilities.
- Comfortable working in a fast-paced and dynamic environment.
- Enjoys addressing a variety of challenging issues each day.
- Capable of working independently and as part of a team.
- A positive attitude, open demeanor, and sense of humor are highly valued.
What we have to offer:
At FGC+, we believe that every person yearns to fulfill their potential. “Igniting possibility” is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.
We offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success — not to mention a market competitive total compensation/rewards package including:
- Employee Referral Program
- Day 1 HMO
- Competitive base pay with incentives and allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave
- 13th month pay
- Onsite medical support
- Skills and training development programs
- Employee Engagement Events
EEO Statement:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Third-Party Agency Notice:
FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE’s will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.