Technical Services Specialist

Job Description:
Our Customer Success Team is responsible for ensuring our customers receive an outstanding customer experience and meet their business goals. Customer Success Managers and Specialists partner together with a shared goal of providing our customers with an exceptional experience with their programs using Workhuman's product suite. They are committed to working with customers throughout the customer's lifecycle and ensuring each one receives the maximum value from our solution. We work with our customers to build relationships, learn about their businesses, and drive value based on our customers defined goals and objectives. This is not simply a vendor relationship. We are true partners with our customers.
The Technical Services Specialist primary role is to support the Customer Success Managers in relation to all technical requests that Workhuman's customer may have. The Specialist will own and take responsibility for day to day customer technical requests 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.
This is an exciting opportunity for an individual who is excited by Customer Success and Experience, relishes responsibility and is looking to join a fast-paced, high growth environment. This is an entry level position into a Customer Success environment with an opportunity for growth in the team and organization based on proven performance.
The ideal candidate will have experience in a customer support role, owning technical focused projects and delivering against tight timelines, with excellent attention to detail, project management capabilities, and great communication skills.
Main duties and 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 Bugzilla
• 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

Required skills and experience:

• High energy and positive 'can do' attitude
• Ability to perform in a fast-paced, high-intensity, deadline-oriented work environment
• Comfortable communicating with customers with a professional approach
• Exceptional oral and written communication skills required to document and communicate with internal and external resources
• Strong organizational skills with exceptional attention to detail required to ensure accuracy and effective execution of all projects and tasks undertaken
• Demonstrated project management skills
• Ability to work independently as a self-starter
• Comfortable working with technology applications
• Ability working with data and generating/analyzing reports
• Strong project management skills
• Experience with website creation and administration a benefit
• Bachelor's Degree preferred
• 3+ years of business experience, ideally in a customer service role
• Proficient in SalesForce.com, and Microsoft Office especially PowerPoint

The Company:
Workhuman® is pioneering the human workplace through award-winning Social Recognition® and Continuous Performance Management solutions. Workhuman inspires more than six million humans across 180 countries to perform the best work of their lives. For the past 21 years, human resources and business leaders alike have used Workhuman Cloud® to gain the proactive insights necessary to transform and lead a more connected, human-centered workplace that accelerates engagement and productivity. To learn more about Workhuman's mission to make work more human for every person on the planet and how you can ensure great work is celebrated and amplified in your workplace, visit www.workhuman.com.
Did you know

• We have more than 6M employees worldwide, on the Workhuman Cloud
• Named The #1 Great Places to Work (GPTW) in Ireland in 2019, and was also named as one of the Best Workplaces for Women. 2020 marks the eighth consecutive year on the list; in 2020, moved to "large company" category and placed #4. Named Great Places to Work in Europe in 2020.
• Named a Boston Globe Top Place to Work in 2020 (mid-size company); 7th year featured on the list; Named a Great Place to Work Certified organization for the past 5 years
• In 2021: Best Workplaces in Tech in Ireland, Best Workplaces in Europe

At Workhuman, 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.
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.