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Technical Services Specialist II

Workhuman

Workhuman

IT
Framingham, MA, USA
Posted on Saturday, November 4, 2023

Job Description:

This is a hybrid role, requiring presence in our Framingham office at least two times per week.

The Technical Services Specialist is responsible for supporting the Customer Success Managers and Launch Success Managers in relation to all technical requests that Workhuman’s customers may have. The Specialist will own and take responsibility for day to day customer technical requests, projects, and activities such as assisting with change requests as customer needs evolve, looking at customer data and sharing insights, tracking production issues and tending to other ad hoc customer requirements.

Key Responsibilities

  • Maintain a detailed knowledge of Workhuman’s products and services

  • Detailed understanding of Global Strategic Recognition and best practices that deliver program success

  • Understanding of the Customer Success mission, goals and objectives including operational practices that ensure the delivery of Customer Success at Workhuman

  • Detailed knowledge of our proprietary Configuration Application tool and the processes to make changes to client programs using the application

  • Document and deliver client change requests

  • Document and track all production issues and bugs using Jira

  • Provide timely follow up to the Customer Success Manager regarding bugs in progress

  • Ad hoc report generation for customers, where possible helping the customer understand how to use our self-service tools in the future for ease and efficiency

  • Request data from our internal data analyst for reports required to populate Account Review decks according to the outlined process for such requests

  • Create reports from internal applications to populate all areas of the Account Review deck

  • Ad hoc administrative requirements as requested from the Customer Success Managers and Launch Success Managers

Skills/Competencies

  • Strong project management skills

  • High energy and positive ‘can do’ attitude

  • Ability to perform in a fast-paced, high-intensity, deadline-oriented work environment

  • Ability to work independently as a self-starter

  • Comfortable communicating with customers with a professional approach

Qualifications

  • Proficient in SalesForce.com, and Microsoft Office especially PowerPoint

  • 3+ years of business experience, ideally in a customer service role

  • Bachelor’s Degree preferred

The Company:

At Workhuman® our mission is to bring more humanity to the workplace. We recognise and embrace individuals’ differences and believe that workforce diversity and inclusion are essential to our long-term growth and success. Even if you don’t think you “check every single box” above, please still consider applying. We’re looking for a human who is collaborative, and innovative with a growth mindset. We love what we do because we’re shaping the future of work through our people and our technology. Our human cloud-based applications are helping some of the world’s leading global brands connect culture to shared purpose. The Workhuman Cloud empowers employees to thank, talk and celebrate each other, creating an environment that sparks gratitude and human connection while increasing employee engagement and productivity.

Did you know we have an award-winning culture across EMEA and North America:

  • We were named as #5 Best Workplace in the Great Place to Work Awards in Ireland in 2022 in the large sized workplace category. We were also recognised as a Best Workplace for Women and a Best Workplace in Technology in 2020, 2021 and 2022.

  • In 2021 we were named as #2 Best Workplace in Europe in the medium sized workplace category.

  • We were also recognised as #2 Best Large Places to Work in Boston by Built In for 2023 as well as a Best Place to Work in Boston, U.S. Best Large Places to Work and U.S. Best Places to Work.

  • There are currently over 7.5 million users on the Workhuman® cloud across 180 countries.

  • Our core values are Respect, Determination, Innovation and Imagination.

Workhuman is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. We proudly provide a work environment free of discrimination and harassment. Employment decisions at Workhuman are based on solely on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social, or ethnic origin, sex (including pregnancy), age, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate. Workhuman believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.