Tag Archives: Help Desk

We are on the lookout for our next super-star client support help desk agent, with experience working in a SaaS environment as frontline product support.

This role will support our wider client success team, delivering an exceptional user experience to all of our local and global clients and users. This includes working within our online predominately email-based helpdesk interface to triage, resolve or escalate client requests for support and troubleshooting issues.

This role requires an individual who is passionate about providing excellent service and is able to take ownership of that provision in each and every client interaction. They will also be responsible for various other client facing support tasks, such as fulfilling reporting and testing requirements for both scheduled and critical software issue resolution purposes.

To support our clients in their time zone, we are looking for someone to work Monday to Friday 9am to 6pm with flexibility in the first few months for some evening hours to allow for onboarding and training as our head office is in Auckland, New Zealand. This role can be based anywhere in UK as a fully remote role working from home.

• At least three years’ experience providing helpdesk support within a SaaS environment.
• Experience in basic software configuration within a SaaS environment (eg adding images, updating text – someone with web-design experience would be ideal)
• Critical thinking is key to being successful in this role and being able to look at the wider picture and impact of configuration actions.

 

About Fuel50

Fuel50 is an international, high-growth tech company. Our award-winning AI talent marketplace platform exists to improve the lives and careers of people everywhere by empowering forward-thinking companies to deploy career growth and talent mobility initiatives to attract and retain talent while boosting engagement and productivity. In other words, we are at the forefront of changing how people work and how organizations empower their people.

Our tech is global and has touched careers across 100+ companies in 13+ languages and 25+ countries. Our clients are some of the biggest brands in their respective industries. And, most importantly, we practice what we preach and believe everyone should be in a job they love (including you!).

Fuel50 is immensely proud of our strong team culture, where our people (or “Fuellies”) come first. Our vision and values are inclusive and transparent and built upon quarterly business objectives that drive our growth, encourage goal setting, and celebrate milestones every step of the way.

As well as our day-to-day responsibilities, all Fuellies play an integral part in growing our culture with us and ensuring that Fuel50 remains an inspirational and amazing place to work. Some additional benefits are:

• Day off on your birthday and your Fuel50 anniversary.
• Employee Stock Options Plan (ESOP).
• Flexible working times and remote working (as above) – we’re very supportive of school commitments, traveling in off-peak hours, looking after the kids, and all that jazz.
• Investing in you with career and development planning, using our very own Fuel50 software and online Fuellie University.
• A parental support policy – get extra flexibility and time off on top of what your local government already mandates.
• A focus on health and wellbeing with fully subsidised health insurance.

 

What is it like to be a Fuellie?

We know that having the right people with the right attitude and behavior is a big part of what makes us successful. Living our values is an important part of being successful in this role.

• We have a culture around continuous (but super friendly) feedback and recognition – be part of a family-like team that is working towards a common goal and helping each other every step of the way.
• We have #SuperheroAwards at every quarterly sprint meeting and every weekly team meeting includes spontaneous recognition and shout-outs across the business.
• We’ll have your back when you need help – your colleagues want to see you succeed and work hard to help you do so.
• We work hard and deliver amazing results to our clients – when you see our amazing feedback, you’ll be proud to be a Fuellie.

Magic is a frictionless way to plug in thoroughly vetted, cost-effective remote workers, to help scale your key business functions. Through a combination of automation and active work, we tap into our network of vetted remote workers who handle tasks from virtual assistance and customer service to sales lead generation and scheduling across various team members–like magic.

• TL;DR: Forget the job boards, or marketplaces, and let us handle the vetting process so you’ll only interact with the best, and most reliable remote workers, every time.

Background

Our company came out of Y Combinator in 2015. Since then we’ve grown to 1000+ remote workers, with strong venture-backing (including Sequoia Capital) and over $30M in funding to date. We are fully remote across Asia and US time zones.

Magic’s Business Profile

Why does this role exist

We are looking for a Sourcing Specialist (Healthcare) who will be reporting to a Sourcing Manager and will be responsible to help in fulfilling the hiring needs of the company. He/she will search online portfolios via job boards or social networks for identifying potential candidates and reach out to these potential candidates. He/she will also come up with different sourcing strategies in order to build a sound talent pipeline to address the current and future hiring needs of the company.

The impact you’ll make:

• Using social media channels (e.g. LinkedIn, Twitter, Facebook) for finding and connecting with prospective candidates
• Reviewing resumes and online portfolios for pre-screening candidates
• Measuring and reporting on recruiting metrics
• Identifying future staffing needs for the purpose of proactively sourcing potential hires
• Logging candidates’ information in the Applicant Tracking System of the company as well as in other databases
• Develop a network comprising industry professionals and potential candidates
• Contacting past applicants and informing job opportunities
• Asking for referrals from external/internal networks to fill extremely important roles

• At least 1 year experience as a Sourcing Specialist for volume hiring of Medical/Healthcare positions
• Must have knowledge of strong sourcing channels to hire Medical/Healthcare positions
• Familiarity with resume databases, social networks and professional sites
• Education Required: Bachelor’s degree of any related course

 

Your Superpowers are…

• Ability to multitask and handle various positions simultaneously
• Excellent time-management and organizational skills
• A keen eye for details
• Sound knowledge of all sourcing techniques/strategies along
• Very good verbal and non-verbal English communication skills.

 

You should apply if…

• You are highly motivated, possess a growth mindset and grit, and are a self-starter who is professional, positive, and not afraid of challenging work.
• You are passionate about communicating with purpose, sharing with context, and considering the audiences of the messages – how the receivers might perceive it and aware of the impact it will bring.
• You have a dynamic personality with a drive to reach decision-makers.
• You are highly reliable with a GSD mindset despite external circumstances. You say what you mean and do what you say. You are consistent and take ownership in situations, large or small.
• You are Proactive, see potential problems before they happen, and aren’t afraid to speak up/challenge the status quo.
• You have a strong work ethic and a can-do attitude when faced with challenges
• You thrive in a remote work environment. Fully remote work is not for everyone; it requires the ability to quickly pick up online tools, get familiar with our tech stack (G-Drive, Slack, etc.), and communicate (and often over-communicate) well in writing.
• You love learning new things. Whether you learn best through reading, listening, doing, or exploring, you’re constantly curious about the world and work around you, always trying to level up your personal and professional life through self-directed learning.