Homeoffice Support Specialist APAC en Remofirst
Remofirst · Estados Unidos De América · Remote
- Junior
RemoFirst empowers employers to be free from geographical boundaries when accessing talent, allowing employees to pursue opportunities wherever they may exist. We are on a mission to be the FIRST to truly revolutionise the industry and be a generational company.
Our platform offers a full-range people management tool, employee benefits like health insurance, and financial benefits, and enabling clients to hire anyone from anywhere with one click. RemoFirst manages employees and contractors for Fortune 500 companies (e.g., Microsoft, Mastercard) and the best startups worldwide (e.g., TransferGo).
We are a small but strong team of 150 people (and growing) hyper-focussed on delivering a world-class platform and unparalleled service with our industry-leading partnerships. To help accelerate our growth and pace of delivery, we are looking for talented Support Specialist to help spearhead the overall look and feel of our features and services.
As a Support Specialist, you will be responsible for handling diverse inquiries within our centralized support system.
You will work closely with clients, employees, and internal teams to ensure queries are resolved efficiently. This is an opportunity to grow your career while contributing to the success of a fast-growing, mission-driven organization.
What you'll be doing:
- Handle incoming inquiries through Zendesk, ensuring accurate and timely responses.
- Resolve issues related to global employment, compliance, payroll, and employee support.
- Escalate complex issues to the appropriate tiers or departments when needed.
- Collaborate with internal teams and external stakeholders, including Finance, Business Operations, Local Teams, and Customer Success Managers (CSMs), to resolve queries.
- Maintain clear documentation of issues and resolutions to ensure seamless handoffs.
- Provide feedback on workflows and support processes to enhance efficiency and service quality.
- Contribute to the development and refinement of best practices for support operations.
- Stay up-to-date on global employment laws and company policies to provide accurate guidance.
- Share insights and knowledge with teammates to foster continuous improvement.
What you’ll need:
Nice to Have:
Skills and Competencies:
- Support Tool Expertise: Advanced understanding of best practices in support operations, including ticket tagging, workflow routing, automation setup, SLA tracking, knowledge base optimization, and reporting for performance insights.
- Data Fluency: Ability to create and analyze reports or dashboards for tracking KPIs, team performance, and process improvements.
- Technical Adaptability: Quick to learn and master new software, tools, and systems relevant to remote work and global support operations.
- Empathy and Communication: Ability to handle complex and sensitive conversations professionally, with a customer-first mindset.
- Problem Solving: Proactive in diagnosing challenges, developing actionable solutions, and escalating when necessary.
- Attention to Detail: Ensures accuracy in compliance-driven processes and maintains high-quality outputs under pressure.
- Time Management: Excels in managing multiple priorities and deadlines across diverse time zones.
- Collaboration and Teamwork: Works seamlessly with cross-functional teams, ensuring alignment and effective communication across departments.
- Adaptability: Thrives in a dynamic environment, adjusting to changing priorities, new tools, and emerging challenges.
- Customer Advocacy: Acts as a champion for customer needs, providing feedback to internal teams to drive improvements in products and processes.
Why work at RemoFirst?
