Human Resources Product Specialist

Summary:

CHRISTUS is powered by people and by software. It is crucial to our organization that Associates and software work together seamlessly, to drive operational efficiency, ensure productivity, and manage costs. This position will be responsible for supporting our digital presence and people technology strategy. By joining this new team, you will have the opportunity to help create and build a world class experiences at CHRISTUS. The HR Product Specialist provides Tier II Product Support. The Specialist assumes ownership of support cases and follows through until the case has been closed or reassigned to another individual or department. If a question cannot be immediately answered, the Specialist is expected to use available material resources and/or consult with the Product or IS Teams to advance the resolution of the issue in a timely manner. Advanced product knowledge, good problem-solving skills and excellent customer service are required for this position. The support responsibilities described above will take up about 60% of the Specialist's time. In addition, the Specialist will engage in activities such as product testing, development of knowledge articles/support materials or participate in company events such as product launches.
  • Track issues through a ticket queue and ensure prompt resolution within the established SLA
  • Perform routine administrative tasks for products based on access level
  • Create, edit, and update Knowledge Base articles, training materials or other materials used to provide information and support to customers
  • Directing customers to available resources such as online help, knowledge base articles, and customer training materials
  • Provide product training and troubleshooting as needed for end user support
  • Diagnosing software issues by reviewing software setups and configuration, system settings, data, etc.
  • Escalating suspected software defects to a product manager with well documented notes on troubleshooting performed.
  • Provide support to the Product Team for new product implementations, product, developments and existing product enhancements
  • Identify areas for process improvement and coordinate with product manager on these initiatives
  • Analyze customer suggestions/feedback/issues and recommend product revision/enhancements to product team
  • Route customer requests to the appropriate internal teams
  • Provide support for multiple product lines

Requirements:
  • Bachelor's Degree in Educational Technology or similar from an accredited university or college, or a minimum of 1-3 years of relevant work experience
  • Familiarity with creating key technical documentation (i.e. Step-by-Step / User-Guides, Knowledge Articles, FAQ's, etc.)
  • Service oriented focus and ability to work as part of a fast paced, high performance team
  • Strong verbal and written communication skills as well as interpersonal skills
  • Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines
  • Excellent decision making, analytical, and customer services skills
  • Ability to prioritize multiple requests based on business need and impact
  • Excellent customer service
  • Flexibility to pivot to a variety of tasks/projects easily
  • Familiarity with API and SFTP connections (preferred)
  • Knowledge of web-based applications and administration (preferred)
  • Minimum of 1-3 years of experience in digital domains (Including demonstrable digital acumen; Experience building and maintaining web applications and platforms, with knowledge of HTML, CSS, and JavaScript; Experience with web technologies, learning / content management systems, multimedia / authoring tools, and assessment / evaluation tools; Experience evaluating learning technologies and performing research / development in the field of learning; Vendor management experience)
  • Process excellence certifications a plus (LEAN, Six Sigma, Agile etc.).

Work Type:

Full Time

Human Resources Product Specialist
Posted
06/21/2022
Salary Range
$46,000.00 - $60,000.00
per Year
Salary range estimated by
salary estimation provided by zippia
Location
Irving, TX, 75084, US