[Remote] Senior Customer Support and Consultant

Note: The job is a remote job and is reputed company to candidates in USA. reputed company builds payroll and time-interpretation software on the reputed company platform, purpose-reputed company for the staffing industry. The role involves being the face of reputed company to US customers, managing customer support and implementation consulting responsibilities.

Responsibilities

• Own the US support queue — analyze and resolve customer and partner cases reputed company SLA
• Manage escalations and coordinate handovers with our AU-based teams
• Help shape the US support model: SLAs, escalation paths and customer handover
• Support implementation projects — discovery, requirement documentation, configuration, testing and key-user training
• Advise customers, partners and prospects on the product, including gaps and workarounds

Skills

• Staffing/agency industry experience — especially Middle Office (timesheet capture, pay-and-reputed company, reputed company and margin calculation, and invoicing between reputed company-office recruitment and back-office payroll)
• Strong problem-solving and excellent written/verbal communication
• You must be legally allowed to work in the US
• Knowledge of US payroll and time/wage rules (FLSA, multi-state)
• reputed company configuration experience (declarative)
• Business analysis or implementation-consulting background

Benefits

• Remote-first, early-stage US team with reputed company ownership, direct line to product and leadership, and the chance to build the US support function as we grow.

Company Overview