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Corporate Renaissance Group: Hr Software Support Specialist

Corporate Renaissance Group

This is a Full-time position in Ottawa, ON posted March 29, 2021.

THIS JOB IS OPEN TO OTTAWA AND OTTAWA-AREA RESIDENTS ONLYWe are looking for a highly energetic and self-motivated HR Software Support Specialist to join the CRG emPerform team.

The Software Support Specialist would be a key member of the implementation & support team, responsible for communicating with clients and supporting customers of CRGroup’s award-winning employee performance management solution, emPerform.

This is a full-time position reporting to the emPerform Senior Support & Implementation Specialist.Role Responsibilities:Get to know our software inside and out to show customers how to successfully use the software to meet their goals and objectivesDevelop a trusting relationship with customers.

Respond to and resolve inbound support issues through phone calls, web meetings and screen share protocols.Ensure all support requests are accurately tracked in Dynamics CRM and responded to / resolved within Service Level Agreements.Resolve issues where possible, otherwise provide the relevant information/analysis to reproduce the issue prior to escalation to Product Development.Ensure that all incidents owned are followed through to resolution whilst keeping all stakeholders fully informed on progress.Be flexible and open to work across teams to ensure priority projects are completed in a timely manner.Be actively involved in the preparation, conception, realization and Go-Live of customer implementations and support projects.Be the voice of our customers, advocate for their needs and collaborate with Product Management to shape the product roadmap.Assist in testing defect resolution and post-deployment of new functionality.Contribute to the Customer Knowledge Base by updating and creating articles to enhance and facilitate self-service support for our Customers.Assist with the creation of client training material (guides and videos) as needed.The ideal candidate has:Experience in software customer support or another customer-facing role.Able to communicate at all levels within any organization; excellent written communication, verbal communication, active listening and presentation skills.Customer orientated, including recognizing the business impact of issues and recognizing when to escalate to Management.Be a self-starter; able to work productively with minimal supervision.Flexibility, ability to change priorities quickly and capacity to handle multiple tasks.Able to provide occasional support outside regular business hours.Experience working within a SaaS environment.Knowledge and experience in HR technology sector or some overall HR functional experience is considered an asset.Education Requirements:University degree or College Diploma; preferably in Business or Human ResourcesStrong business process and analytical skills are essential1-2 years of customer-service experience; preferably in software or business support ABOUT EMPERFORM:Our passion is client satisfaction.

CRG emPerform is an award-winning employee performance management software solution, one of many solutions offered by CRGroup.

This all-in-one suite includes robust functionality to simplify and automate core talent management processes, including: performance reviews, compensation management, 360° multi-rater feedback, succession planning and reporting.

emPerform has a diverse global client base in industries such as healthcare, logistics, manufacturing, not-for-profits, public sector, and financial services.

We strive to deliver an unmatched software experience and superb client care at every stage of the customer journey.

To learn more, visit: www.Employee-performance.ComA GREAT PLACE TO BE…Get involved in some exciting and groundbreaking endeavors.

Become a part of our community and you’ll find yourself in an innovative and challenging environment where the sky’s the limit, and you’ll be working with a group of professionals whose reputation for quality and excellence is second-to-none.

If you’re a technology-loving self-starter, seeking to expand your horizons in a dynamic, high-growth environment, we’re looking for you.

We offer a generous benefits plan, lots of fun social events, and co-workers who are committed to providing leading-edge products and services.APPLY NOW:To apply for this position, please send your resume to