About Harri:

Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First-driven individuals who want to exceed the expectations of those who experience our brand. 

If you’re a builder, or problem solver, and love the fast pace of a startup, it’s time to meet the Harri family.

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Who you are: 

As a Product Support Analyst, Enterprise at Harri, you will play a vital role in ensuring our enterprise clients receive top-notch customer support for our suite of products. Your primary responsibility is to assist customers, including their employees and applicants, in utilizing the Harri application effectively. You will employ advanced troubleshooting techniques to address a wide range of customer concerns, from basic inquiries to critical and time-sensitive issues. 

Your actions will instill confidence in our customers, foster trust in Harri as a valued partner, and significantly influence our customers' experience with our products through effective engagement and timely issue resolution. Additionally, you will play a crucial role in maintaining relationships with our enterprise clients and driving change management and process improvements.

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Key Responsibilities:

• Deliver Exceptional Customer Support: Provide top-notch support, building trust and confidence in Harri as a valued partner.
• Master Problem-Solving: Utilize advanced troubleshooting techniques to effectively resolve issues within defined SLAs.
• Communicate Clearly: Interact with customers via phone, chat, and email, providing clear explanations, documenting cases accurately, and keeping stakeholders informed.
• Continuously Learn: Identify complex issues, gather information for escalation, and stay updated on new features and product updates.
• Empower Our Users: Address customer questions, troubleshoot problems, offer workarounds, and guide them on effectively using the Harri platform.
• Contribute to Knowledge Sharing: Expand the Customer Support team's knowledge base by exploring new features and validating customer use cases.
• Drive Improvement: Participate in change management initiatives and process improvements to enhance customer support and product usability.
• Build Relationships: Foster strong connections with enterprise clients, ensuring their success with the Harri platform.

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Experience and Skills:

• Bachelor's Degree
• Proven ability to thrive in a fast-paced environment
• Strong attention to detail and excellent analytical problem-solving skills
• Excellent written and verbal communication skills
• Passion for providing exceptional customer service
• 3+ years of experience in a customer-facing role
• Experience with HCM and/or payroll software
• Experience with Zendesk, Slack, Jira, and G Suite

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The salary range for this position is $60,000-$75,000 (USD). 

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*Please note this job description is not designed to cover or contain a complete listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time.*