Tier 1 Client Support Specialist

Job Description

Tier 1 Client Support Specialists are responsible for ensuring our clients have an excellent customer experience with our unified HR and Payroll solution, e3. We are passionate about delivering an exceptional customer experience throughout the entire implementation process and beyond. When our customers choose e3, they are aligning and empowering their organization so that they can focus on their mission of impacting lives.

Must be US citizen, or have a valid work authorization. This role is mainly remote, but may require Tampa office visits.

Who We Are

ContinuumCloud offers a spectrum of cloud-based software Supports intentionally designed to meet the unique needs of the behavioral health and human services industry. These solutions include an EHR platform, powered by Welligent, an HR & Payroll system, powered by DATIS HR Cloud, as well as a Patient Engagement Platform, powered by CaredFor. Through these offerings, ContinuumCloud empowers organizations to provide high-quality care and deliver on their mission.

How you’ll make an impact:

• You will be the initial voice and face of ContinuumCloud when our customers reach out for support or extra guidance regarding e3, our HCM software.
• Tier 1 Client Support will engage with our customers by phone, email, or our Community to capture the problem or question along with all the information needed to ensure they are supported in a responsive and caring manner
• You will be assigned queue time each day to answer and triage incoming client calls.
• You will be responsible for initial review and research of incoming cases and determining whether cases should be sent to the next tier for support, paying strong attention to detail for accuracy.
• You will respond to client cases in a timely manner, follow appropriate SLA’s and communicate urgent items appropriately to team leads.
• You will seek guidance when needed to provide accurate information to clients.
• You will hold all customer information in strict confidence, both internally and externally.
• You will be responsible for maintaining a manageable assigned case load. Existing cases will be monitored and cleared out during hours assigned.
• Tier 1 Client Support Specialists will attend client meetings, trainings and other support opportunities in an effort to resolve client cases.
• Tier 1 Client Support Specialists will also collaborate with colleagues across other departments.

What you bring to the role:

• A passion for the health and human services space and an understanding of their nuanced needs
• A solid understanding of HCM and Payroll business processes
• CPP, SHRM, or PHR certification preferred

Benefits and Advantages:
We care about the health and well-being of our team. We provide a comprehensive benefits package including:

• Multiple medical insurance options
• 401k plan with company match
• Company-funded Life, AD&D, and Disability Insurances
• Company-sponsored training and certification programs
• Flexible PTO program
• Company holidays include New Year’s Day, Martin Luther King, Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, the Friday after Thanksgiving, Christmas Day, and 2 Floating Holidays
• Parental Leave

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.