Customer Care Specialist EMEA

<p>We believe in a world where growth thrives across borders and cultures.  As an EOR, Atlas employs people to work for companies anywhere in the world.  Before we came along, the only businesses offering a similar solution were essentially brokers. They’d outsource your HR and payroll services to third-party providers in different countries. Today, we’re the only 100% Direct EOR in the world, partnering with clients to get to market 82% faster, at a reduced cost, and with lower risk through local expertise in over 160 countries. </p> <p> </p> <p>Atlas technology powers the idea that companies can employ whoever they want, wherever they are in the world. Through our cloud-based platform, we deliver the Human Resources infrastructure that underpins international growth, leaving companies free to focus on the strategy that makes it happen. We partner with our clients through their international life cycle from the first dip in the global pool until the moment it’s time to set up their own entities and run payroll. Atlas is here from point A to point Z.</p> <p> </p> <p>The future of work is borderless, and so are we. So, it helps that our people are located around the globe — in the US, UK, India, China and beyond — and speak 90+ languages. Diversity and inclusion are at our core. </p> <p> </p> <p>Atlas invests in Environment, Social and Governance initiatives through our impact program.  Impact is central to our vision as a business and at the heart of our culture. Through impact we are addressing our environmental impact for society, for the planet and for our long-term success.  Employee wellness, diversity and charitable activities are at the core of our social responsibility.  Impact ensures Corporate Governance operates ethically and responsibly while preserving our customers and employees’ trust.</p><p>  <u>Position Overview</u></p> <p>Atlas is looking for a Customer Support Specialist to join our Customer Support team. We are building out a Customer Support function in this fast-growing Saas-based Human Experience Management Company, and we’re looking for a candidate to join us immediately. This new member is self-driven, detail oriented and comfortable in a rapidly changing work environment. The Customer Support team will handle all incoming customer queries and issues via a ticketing system and other channels in the future. This team will be the first point of contact for existing clients, ensuring they receive the expected level of service with the focus on speed and thorough replies that can increase our customer’s trust and overall satisfaction. This group resides within our Operations team, and you will report to the Director of Customer Support. We are looking for a new teammate who can work in the EMEA time zone, either remote or office based depending on the location.</p> <p> </p> <p>This is a great opportunity for someone who has Support experience, preferably in B2B SaaS and HR/Employer of Record sector. This individual will be our customer’s first point of contact, as well as their bridge to various other teams in the company: Customer Success, Operations and Technology amongst others. As a Customer Support Specialist, you will be responsible for helping to solve all kinds of problems for customers around the world, from sign-in issues to operational and billing questions and beyond. We’re looking for someone with outstanding communication skills, who is autonomous and proactive by nature and can quickly understand the essence and best solution for an incoming issue or service request. Important to know is that we are still in the process of identifying what Customer Support looks like. You won’t just come in and plug into a well-oiled Support machine. You will be actively engaged in helping us to become exactly that; an efficient and well-functioning team that delivers best-in class customer support!</p> <p> </p> <p><u>Key Responsibilities will include:  </u></p> <p> </p> <ul> <li>Core Customer Service - you master the skills of effective communication, problem solving, customer-centric mindset, and strong cultural awareness.</li> <li>Investigate and research complex customer requests and identify, solve and/or escalate issues to other specialist areas so they can be resolved as quickly as possible.</li> <li>Respond to inbound emails and tickets from customers in an efficient and timely manner, ensuring appropriate follow up to obtain complete customer satisfaction.</li> <li>Document all interactions and outcomes within the case management software application and ensure that quality standards are met.</li> <li>Provide a timely problem resolution to our customer or redirect cases to the appropriate internal resources, following internally agreed standards and workflows.</li> <li>In-depth research into necessary resolution by using and interpreting all available company resources.</li> <li>Initiate status reports to customers when delays occur in responding to an inquiry, as required.</li>