Application Specialist

As a family-owned business our people are central to our success, and following years of organic, consecutive growth, we’re looking for people who share our core values of sustainability, trust, collaboration, and innovation to drive us forwards.

Software never stays the same and neither do we. We want our people to be part of a progressive organisation, encouraged to embrace change and new ideas to shape our future development. Your input is vital, which is why we’re committed to personalised learning paths for every employee to help you, and us, grow.

Our goal is to make the world of work easier as a leader in the HR, payroll, finance, and integration solutions software and services industry. We’re proud to design and develop some of the best business solutions like iTrent and People First to support our customers’ people-related challenges across every vertical.

Looking for the place where you can belong? Join MHR and help us shape the world of work.

As a Customer Support Specialist at MHR, you'll play a pivotal role in ensuring our customers receive exceptional support and assistance with our products and services. You'll be responsible for providing first-level support, triaging cases, investigating issues, and collaborating with various teams to resolve customer queries efficiently. Your dedication to promoting a positive image of MHR and commitment to continuous improvement will contribute significantly to our customer satisfaction and retention efforts.

Responsibilities:

Promote a Positive Image: Uphold MHR's reputation by consistently delivering exceptional customer service and maintaining a positive attitude in all interactions.

First-Level Support: This will involve a lot of problem solving you will also provide prompt and effective first-level support to customers, addressing enquiries, troubleshooting issues, and escalating complex cases when necessary.

Triage and Categorisation: Assess incoming cases, prioritise based on urgency and problem type, and categorise them accurately for efficient resolution.

Case Investigation and Resolution: Utilise various resources including Salesforce, knowledge articles, MHR Test Systems, and customer system reviews to investigate and resolve issues promptly.

Defect Replication and Coordination: Replicate software defects, coordinate fixes with relevant teams, and ensure timely resolution to minimise customer impact.

Escalation and Transfer: Escalate cases to second-level support as needed and transfer cases to other MHR departments for extensive guidance or configuration changes.

Communication and Updates: Keep customers informed about case progress and resolution via telephone and Salesforce updates, ensuring transparency and maintaining customer satisfaction.

Knowledge Management: Contribute to the creation and modification of knowledge articles to facilitate self-service and enhance support efficiency.

Customer Relationship Management: Maintain accurate customer contacts and interactions within Salesforce for effective tracking and follow-up.

Continuous Development: Actively participate in internal training programs and utilise available resources to continuously enhance skills and knowledge.

Key Skills:

• Ability to convey information clearly and effectively to diverse audiences, both verbally and in writing.
• Strong listening skills to understand customer needs and concerns.
• Professional when interacting with clients and colleagues over the phone.
• Comfort in navigating challenging conversations with a calm and composed approach.
• Proven track record of handling high call volumes while maintaining quality service.
• Familiarity with fast paced environment and ensuring efficient workflow.
• Understanding of payroll processes, HR policies, and employment regulations.

Benefits to support you personally and professionally

Alongside the opportunity to work with an incredible team and express your individuality, we offer a range of personalised benefits including:

• Access to over 60 internal training courses, professional qualifications, and cross-departmental mentoring and coaching programs
• 24/7 access to a GP through SmartHealth for you and your family, confidential mental health support, and paid sick leave
• Ability to purchase or sell additional holiday days beyond the standard 25 days and bank holidays
• Monthly employee recognition program and departmental awards
• Referral bonus scheme of up to £2,000
• Employee-led social events such as running clubs, football teams, book clubs, and bake-offs
• On-site subsidised restaurants offering a variety of fresh meals daily
• Opt-in benefits schemes such as private medical insurance and dental coverage

We value the well-being, financial stability, and inclusivity of our employees, and strive to provide a supportive working environment.