Customer Success Specialist

Talent is a global leader in digital and technology recruitment. With over 300 employees, 10 offices and revenue of $1billion, we are on a mission to build a better world of work for all - and you can be a part of it! 

On the homefront, we’ve taken that global backing and combined it with our Kiwi culture for the best of both worlds.  Local experts // global backing. 

We know what really matters: development, flexibility, recognition, and purpose. And that's just what we offer. Of course, you can expect some additional perks including a world-class team conference, social events, health and fitness allowance for all you gym goers, industry-leading training, and development programs, oh and ‘Friday Drinks’ if that’s your jam. 

Working with Talent, you’ll be joining a company with a core value to ‘Give a Damn’. We believe in having a positive impact on our people, our community, and our world. 

The Digital Systems Support & Customer Success Specialist is a hybrid role designed to provide comprehensive support across Talent’s digital ecosystem, with a primary focus on our internal platform Bullhorn, and our external contractor portal, ENGAGE (as well as any other associated systems). This role ensures effective system performance, issue resolution, and data synchronization while delivering exceptional service to both internal and external stakeholders. As a true generalist, you will build broad platform knowledge, triage and resolve issues, and contribute to ongoing process improvement.

Key Responsibilities:

Platform & Technical Support

• Serve as Tier 1 (developing into Tier 2) support across the Talent digital suite, primarily focused on Bullhorn and ENGAGE.
• Investigate, document, and resolve user-reported issues, escalating to Tier 3 or vendors when required.
• Maintain data synchronization and consistency between key platforms.
• Assist with onboarding and change requests in ENGAGE and Bullhorn.
• Manage and categories incoming support queries through Zendesk, phone, and email channels.

Problem solving

• Diagnose and troubleshoot technical and user-related issues across the digital platforms, particularly Bullhorn and ENGAGE.
• Identify root causes of problems and implement effective solutions or workarounds in a timely manner.
• Escalate complex or unresolved issues appropriately, providing comprehensive information for efficient resolution.

Customer Success & Communication

• Deliver high-quality support to external contractors, clients, and internal teams (e.g., Account Managers, Payroll Officers).
• Provide initial triage and confirm issue receipt for end users, ensuring excellent communication and follow-through.
• Ensure a smooth user experience during key go-live periods across all regions.

Collaboration & Teamwork

• Act as a point of contact for escalations and collaborate closely with broader Digital Operations teams.
• Provide leave coverage and contribute to a collaborative, #OneTeam culture.

Continuous Improvement

• Assist in system and process improvement initiatives, especially around the Zendesk platform and data quality.
• Contribute to reporting and analytics efforts by supporting accurate and synchronized data across platforms.

#OneTeam

• Contributes to team effort by accomplishing related results as needed
• Promote a cohesive team-oriented work environment
• Champion our culture and consistently demonstrate the Talent values #GiveADamn #StriveForBetter #LeadTheWay

Work Health and Safety

• Follow safe work practices and perform all duties in a manner that ensures personal health and safety and the safety of other employees, visitors, and guests in the workplace.
• Comply with Talent’s work, health and safety management system, policies, and procedures.

Skills, Experience & Education

• While experience with SaaS platforms and systems like Bullhorn or Zendesk is desirable, we are equally interested in a proactive and willing to learn attitude.
• You’ll be supported by a highly experienced and collaborative team committed to your development. From onboarding to ongoing learning, we ensure you have the resources and guidance needed to thrive in this role
• High attention to detail and a knack for solving problems quickly and accurately.
• Proven experience in triaging and managing multiple support channels simultaneously.
• Excellent communication skills across all stakeholder levels.
• Proficiency in Microsoft Excel.
• A proactive, team-oriented attitude with a drive for continuous improvement.
• 2 years’ experience in administration management (bonus)

What’s in it for you? 

• Highly engaged team – 98% engagement this year, up from 93% last year (measured by CultureAmp)
• Extra 6 Days Annual Leave - ‘Talent Time Out’ 
• Event based Equity program
• Quarterly KPI bonus scheme 
• $80 Monthly phone bill allowance
• $299 Annual Health & Wellbeing voucher
• Annual ‘TalentFest’ conference for all staff – Fraser Island, QLD last November!
• 'Talent Anywhere' - work from anywhere in the world for 2 weeks
• Learning, Development and Training – As much or as little as you want!