Who are we?
Humanforceʼs vision is to make work easier and life better for frontline and flexible workforces.
Humanforce provides the market leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces - without compromise. Our employee centered, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Talent, Payroll, and Wellbeing.
Humanforce has built strong foundations since its founding in 2002. We help over 2300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child and health care; education; hospitality; retail; local government and more. Today, we have offices across Australia, New Zealand, United Kingdom, North America and the Philippines.
Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the worlds talent with the growth, productivity and efficiency objectives of frontline and flexible workforces.
About the Customer Support Team
At Humanforce, our Customer Support team plays a vital role in helping customers get the most out of our platform. We provide responsive, high-quality technical support, troubleshoot issues with care, communicate solutions clearly, and guide users towards best practices through coaching and education.
Working cross-functionally, we escalate complex cases, test product changes, and share customer feedback to support continuous improvement. Above all, we’re committed to delivering a support experience that is proactive, empowering, and customer-first.
About the Role
As a Support Specialist, you’ll help customers and end users unlock the full potential of their Humanforce product suite. You’ll support customers through troubleshooting technical issues, support software installation and testing, and collaborate with internal teams to resolve customer concerns.
You’ll also act as a subject matter expert in key areas, providing timely and effective solutions in line with our service level agreements (SLAs).
What You'll Do
- Provide responsive, high-quality support to customers using the Humanforce platform.
- Provide phone support to clients when needed.
- Troubleshoot software issues, investigate root causes, and communicate solutions clearly.
- Support software installation, configuration, testing, and issue verification.
- Use your technical expertise to resolve issues efficiently and professionally.
- Identify opportunities to coach and upskill customers so they can get the most from Humanforce.
- Work closely with internal teams to escalate complex issues and share customer insights.
- Contribute to continuous improvements across the customer support experience.
What We're Looking For
- Strong technical troubleshooting and problem-solving skills.
- Working knowledge of Windows, Android, iOS, and web browser environments.
- Strong experience using web browser troubleshooting tools.
- Comfort supporting web-based applications.
- Excellent written and verbal communication skills, with a clear and empathetic approach.
- A customer-first mindset and a genuine passion for helping others succeed.
Some ‘nice to haves’
- Experience with Workforce Management (WFM), HCM, or Payroll software is a plus
- Experience with Zendesk, JIRA and Confluence
- Understanding of databases and experience writing queries using Microsoft SQL Server.
- Familiarity with network protocols such as TCP/IP, HTTP, TLS/SSL, RDP, and SMTP.
- Knowledge of file transfer protocols, including SFTP.
- Experience using remote access tools such as ConnectWise Control or TeamViewer.
Why Join Us?
This is an exciting opportunity to join a collaborative, customer-focused team where your technical expertise, communication skills, and commitment to helping others will make a real difference.
Our values
- We are bold
- We are all in
- We are customer obsessed
- We do what we say
- We are good humans
Benefits
- The opportunity to be part of a fast-growing tech company
- A focus on development with access to Go1 learning
- Paid parental leave and Quarterly Wellbeing Days
- Employee talent referral scheme (know great people, be rewarded)
- A fun and friendly culture working with passionate and talented people
- A work environment where you can genuinely improve the world of work!
We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.
Support Specialist Hybrid in London employer: Humanforce
Humanforce is an exceptional employer that champions a diverse and collaborative culture, making it an ideal place for professionals seeking to make a meaningful impact in the realm of enterprise SaaS. With a flexible hybrid working model tailored to individual needs, employees are empowered to balance their personal and professional goals while engaging with executive sponsors and leading multidisciplinary teams. The company prioritises employee growth and innovation, particularly in leveraging AI-driven methodologies, ensuring that every team member can thrive and contribute to a transformative work environment.
