Customer Support Specialist
4 weeks ago
At Kainos, we empower you to transcend boundaries and create a meaningful impact – whether it's enhancing digital services for countless citizens or assisting Fortune 500 firms in optimizing their operations on Workday.
You will become part of a people-centric culture that is expanding globally. Our team is composed of innovative, dedicated, and diverse individuals who thrive collaboratively.
Your contributions will be recognized and valued at Kainos, allowing you to leave a legacy that you can take pride in. Discover how our people shape our narrative.
As a Client Support Executive, you will collaborate within a large international team, providing support for our acclaimed cloud-based SmartTM Automated Test, Audit, and Shield Applications across our global clientele. You will work closely with colleagues to grasp customer needs and, under the mentorship of senior consultants, deliver valuable customer service from the SmartTM Product Suite.
Your responsibilities will include:
Delivering customer support as part of the Kainos SmartTM Gold Service, enabling clients to maximize their benefits from the Kainos SmartTM Product Suite by: Executing, Reporting, and Maintaining customer Test Packs. Conducting analyses on customer test coverage to propose enhancements and improvements that will yield additional customer value. Engaging directly with customers regularly as part of the SmartTM Gold Service. Assisting in onboarding and providing ongoing support to our customers utilizing the SmartTM Automated Test, Audit, and Shield Applications. Analyzing Customer Needs – You will assess Customer's Workday configurations and comprehend the specific domains (HCM, Recruiting, Financials, Payroll, and Security) that drive their operations. Defining, Designing, Building, and Refining Test Packs - From the initial discovery of the Customers' specific configurations, you will help outline the scope of relevant tests to be developed, ensuring alignment with the Customer's testing strategy. You will utilize the test scope to design and construct test packs in Kainos SmartTM, achieving a balance between efficiency and added value for the Customer. Customer Training - You will facilitate the transfer of knowledge regarding the SmartTM Automated Test, Audit, and Shield Applications to Customer teams and colleagues. Contributing to Continuous Improvement - Beyond customer engagements, you will aid in the ongoing enhancement of the Kainos SmartTM Testing and Audit products by proposing new features and functionalities and collaborating with development on the creation and testing of features, fixes, etc. Collaborating as part of a team - You will work within a team environment, supported by experienced consultants while also mentoring junior team members. You will promote an inclusive culture in all your interactions.Minimum (essential) requirements:
Strong customer focus, with experience in a customer-facing role. Degree in Business, Finance, Computer Science, or a related field at an honors level.Desirable:
A solid understanding of manual and automated testing methodologies. Exposure to software development, business analysis, or quality assurance/test consulting environments. Experience in implementing on-premise or cloud-based Financials / Business Applications such as CRM, ERP, BI, or HCM. Familiarity with the Workday Application Suite. A positive, proactive attitude with the ability to work independently and adapt your approach to meet changing circumstances and customer needs. Strong communication skills (both written and verbal). Due to the interactive nature of the role, effective communication with both customers and colleagues is essential. Ability to prioritize, plan workload, and meet key deadlines. Capability to apply all relevant standards and procedures to your work, maintaining high levels of quality and accuracy consistently. Good commercial awareness and understanding of project and business dynamics. Exceptional attention to detail. Ability to work within (remote) teams and alongside customers, as well as manage individual tasks with minimal supervision.We believe in the strength of diversity, equity, and inclusion at Kainos. We are dedicated to building a team that reflects the diversity of the world we inhabit, where everyone is valued, respected, and given an equal opportunity to thrive. We actively seek talented individuals from all backgrounds, regardless of age, race, ethnicity, gender, sexual orientation, religion, disability, or any other characteristic that defines them. We are committed to ensuring that every candidate has a fair opportunity. Our supportive talent acquisition team is here to assist you throughout the process, so if you require any accommodations or adjustments, please feel free to reach out. We recognize that each journey is unique, and through open communication, we can tailor our recruitment process to meet your needs.
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