Job Description
A Support Specialist at Horizons fulfills a crucial service and support role, utilizing our internal ticketing tool to effectively manage client inquiries, issues, and requests. Their primary focus is to provide exceptional service, ensuring timely resolution, tracking progress, and maintaining clear communication channels. By leveraging the ticketing tool, they optimize the client and client employee experience, foster client success, and contribute to the overall satisfaction of Horizons' valued clients.
Key responsibilities for this role are to Serve as a primary point of contact for HR-related customer inquiries, efficiently manage and resolve client and employee inquiries, and collaborate with internal teams to ensure comprehensive client support. Additionally, this person must investigate and troubleshoot client issues, analyze support data and trends to identify improvement areas and strategize enhancements in the support process.
The key qualifications for this role include 3 years of experience in customer service(EOR or HRTech), Proficiency in Customer Support tools like Freshdesk, Zendesk, Salesforce, or WeCom/WeChat and Fluency in English.
About Horizons
At Horizons, they are building the infrastructure to power borderless teams by handling global payroll, benefits, taxes, and compliance.