Customer Success Representative (Afternoon Hours)

Job Description

HRFP is seeking a highly-motivated, self-starter individual to be a part of our Managed Support Services Department. We are providing the rare opportunity to work hands-on with the SAP SuccessFactors HCM application at multiple customer installations coordinating business processes, payrolls, and downstream business applications. We are asking that you be willing and open to learning as much as possible as quickly as possible. On a daily basis, you will be applying problem solving skills and communicating first hand with customers regarding their unique HR systems.

This person must be a US based and considered a US person and successfully complete a background check

The Customer Success Representative job responsibilities include:

Address Customer tickets and requests in a timely manner

Review and troubleshoot errors; coordinate with the client(s) where master data correction is needed

Communicate complex solutions to end users

Coordinate ticket prioritization with fellow team members

Perform detailed research using multiple search platforms

Track ticket responses and completion times in accordance with SLAs (Service Level Agreements)

Collaborate with team members to resolve tickets which cross multiple platforms

Communicate ticket progress via emails, reports, and meetings with the customers

Follow escalation procedures for high priority tickets

Provide frontline support via a customer phone line

Navigate and coordinate high impact outage support by communicating updates to customers in a timely manner

Working Hours/Schedule

This is an after hours position. The hours are as follows:

Monday: 3:00PM to 11:00PM

Tuesday: 3:00PM to 11:00PM

Wednesday: 3:00PM to 11:00PM

Thursday: 12:00PM to 8:00PM

Friday: 12:00PM to 8:00PM

Preferred Skills

An ideal employee will possess the following skills:

Competency in SAP Success Factor Modules

Self-motivated with excellent communication and interpersonal skills

Strong organizational and analytical skills

Interest in new technologies

Paying close attention when receiving information and drawing out more information than received in normal discourse

Gathering, analyzing, and evaluating issues and information to come to an unbiased conclusion

Finding solutions to problems and understanding the steps used to solve the problem

Weighing the evidence and options at hand to determine a specific course of action

Paying close attention to an issue, topic, or interaction in order to retain information for the future

Working with individuals and other groups to achieve common goals

Inferring what others are thinking by observing them

Budgeting and allocating time for projects and goals and structuring schedules to minimize conflicts and maximize productivity

Generating ideas, concepts, or inferences that can be used to create new things

Desiring to learn and understand new or unfamiliar concepts

Conceiving and thinking about new ideas, concepts, or images

Practicing rules and standards that guide conduct and guarantee rights and fairness

Identifying and understanding the emotional states of others

Working with others, coordinating efforts, and sharing resources to accomplish a common project

Withstanding setbacks, avoiding discouragement, and persisting toward a larger goal

Required Qualifications

Excellent English language, oral, and written communication skills

US Citizenship or authorization to work in the United States

General Knowledge of Microsoft Office and Google Suite

End User experience in SAP Success Factor Modules

Preferred Qualifications

Customer Service Experience

SAP HCM and/or Success Factors Modules Experience

Benefits

Competitive salary depending on experience

Health insurance including HSA spending account, Dental and Vision

401k

STD, LTD

Paid Time Off & Holiday PayCompany Description

HR Focal Point (HRFP) is a rapidly growing technology consulting company. We specialize in the implementation and support of the on-premise and cloud-based Human Experience Management (HXM) applications from SAP, the largest enterprise resource planning software company in the world. At HR Focal Point we are passionate about helping our customers find the right SAP solutions and tailoring the system and our services to fit their unique needs. Our goal is to deliver the highest quality of service to our clients.

We are always looking to expand our company with people who share our passion and enthusiasm for creating the best experiences for our customers. Our Managed Support Services (MSS) Team provides personalized, ongoing support to our clients through implementation and beyond. This SuccessFactors consultant position will provide an exciting opportunity to build long lasting client relationships and continually improve and build on their respective systems.