Tier 2 HCM Client Support Specialist

Who We Are: 

ContinuumCloud offers a spectrum of cloud-based software solutions 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. 

The Role:

Tier 2 Client Solution Specialists are responsible for ensuring our clients are having 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. 

This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of ContinuumCloud's total compensation package for employees. Your total rewards package at ContinuumCloud will include top-notch medical, dental and vision coverage, student loan reimbursement, a Flexible PTO policy, and many other benefits.

ContinuumCloud's salary range for this position (plus eligibility for discretionary annual bonus)

$55,000—$60,000 USD

How you’ll make an impact:

• You will be responsible for providing advanced Tier 2 support to the Tier 1 HCM Solution Specialists and customers when they reach out for support or extra guidance regarding e3, our HCM software. 
• Tier 2 Client Solution Specialists are expected to serve as back up for Tier 1 Solution Specialists to answer and triage incoming client calls. Each day you 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 our customers are supported in a responsive and caring manner. 
• You will be responsible for advanced research, testing and validation of complex support cases to determine whether cases should be sent to the next Tier 3, paying strong attention to detail for accuracy. 
• Tier 2 Client Solution Specialists may be required to QA or test resolutions as they are completed by Tier 3 or Development.  
• You will be responsible for responding to client cases in a timely manor and following appropriate SLA’s. Handle anything time-sensitive with urgency and communicating internally and to customers as appropriate. 
• Hold all customer information in strict confidence, both internally and externally. 
• Responsible for maintaining a manageable assigned case load. Existing cases should be monitored and follow SLA’s for case types. 
• Tier 2 Client Solution Specialists will attend customer meetings, trainings and other support opportunities in an effort to resolve client cases.   
• Tier 2 Client Solution Specialists will also collaborate with colleagues across other departments.  
• Other duties as assigned 

Requirements

What you bring to the role:

• Must be presently local to the Tampa area and able to commute daily to Tampa office or willing to travel to Tampa up to 50% the first 90 days.
• A passion for the health and human services space and an understanding of their nuanced needs  
• A 3+ years of experience and solid understanding of HCM business processes 
• Experience managing SaaS software support teams  
• Experience with Salesforce and leading a metric driven customer support organization 
• CPP, SHRM, or PHR certification preferred  

Benefits

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

• 100% employer-paid medical insurance
• 401k plan with company match
• Company-funded Life, AD&D, and Disability Insurances
• Company-sponsored training and certification programs
• Open 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
• Perks in our offices include paid parking, an on-site gym, catered lunches, and healthy snacks

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.