Product Training and Support Specialist

We believe in a world where growth thrives across borders and cultures. As an EOR, Atlas employs people to work for companies anywhere in the world. Before we came along, the only businesses offering a similar solution were essentially brokers. They'd outsource your HR and payroll services to third-party providers in different countries. Today, we're the only 100% Direct EOR in the world, partnering with clients to get to market 82% faster, at a reduced cost, and with lower risk through local expertise in over 160 countries.

Atlas technology powers the idea that companies can employ whoever they want, wherever they are in the world. Through our cloud-based platform, we deliver the Human Resources infrastructure that underpins international growth, leaving companies free to focus on the strategy that makes it happen. We partner with our clients through their international life cycle from the first dip in the global pool until the moment it's time to set up their own entities and run payroll. Atlas is here from point A to point Z.

The future of work is borderless, and so are we. So, it helps that our people are located around the globe — in the US, UK, India, China and beyond — and speak 90+ languages. Diversity and inclusion are at our core.

Atlas invests in Environment, Social and Governance initiatives through our impact program. Impact is central to our vision as a business and at the heart of our culture. Through impact we are addressing our environmental impact for society, for the planet and for our long-term success. Employee wellness, diversity and charitable activities are at the core of our social responsibility. Impact ensures Corporate Governance operates ethically and responsibly while preserving our customers and employees' trust.

Role: Product Training and Support Specialist

A revolution cannot be done alone, and we need the best and brightest talent to continue our growth into the new modern workplace. We are looking to expand our team by hiring a new Product Training and Support Specialist, a team player who is ready to make the role their own and bring their ideas and innovations to the table. Reporting to the Senior Director of Product Strategy & Operations, you will support our Product & Technology and Operations teams by troubleshooting our platform, delivering product training materials and videos, and supporting the operations teams in aligning product value to customer needs. As an integral part of our team, you will be actively collaborating with members of the Product & Technology team as well as other departments in the organization.

Key responsibilities:

• Become the subject-matter expert on the products assigned to him/her, with a very deep understanding of their functionalities and features.
• Promptly reply to tickets submitted to the CRM regarding product usage, interacting with Development to ensure efficient bug resolution.
• Address client issues and concerns in a timely fashion to ensure customer satisfaction.
  • Work with the Development team to discuss any issues/new enhancements/bugs in the product he/she is assigned to.
• Produce reference material for the products, such as user guides, quick reference cards, demo videos, recordings, demo scripts, etc.
  • Identify training tools, using state-of-the-art technology, to deliver training to a remote population on an ongoing, scalable, and sustainable basis.
  • When necessary, conduct internal and external trainings for existing clients and internal teams, using strong soft skills to engage the audience and strong technical skills to navigate live demos.
• Gather new feature requests, consolidate, and ensure clarity for sharing with the respective product owner.

About You

• Bachelor's degree with major coursework in Computer Science or similar.
  • 3+ years of relevant work experience; with experience of working with HCM/payroll solutions, troubleshooting, bug fixing and technical training.
• Experience as power user with ticket management systems / CRM.
• Exemplary verbal and written communication skills in English (Mandarin a plus).

What We Offer

• The opportunity to work with a purpose — simplifying global expansion while supporting sustainable communities around the world
• A diverse and inclusive environment, with over 40 nationalities represented, 90+ languages spoken, and a workforce made up of 52% women
• Flexible PTO and birthdays off
• Generous Parental Leave Program
• Growth and development opportunities with access to Coursera – a leading learning and certification provider
• The opportunity to challenge yourself in a high-performing organization and leave each day knowing you have made an impact.

This position description may not describe all duties, responsibilities, and skills associated with this position. It is intended to portray the major aspects of the job. Other duties or skills may be required.

Atlas Technology Solutions, Inc. is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Atlas is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Atlas are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Atlas will not tolerate discrimination or harassment based on any of these characteristics. Atlas encourages applicants of all ages.

This role will be subject to a background check under local law after an employment offer has been made. Employment may be subject to results. In addition, references may be requested at the final stage of the process.

Will you now or in the future require sponsorship for employment visa status? *
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By submitting your application, Atlas Technology Solutions, Inc. ("Controller") collects your personal data contained in your application. Controller is located in Chicago, IL. United States of America and can be contacted by emailing Controller processes your personal data for the purpose of carrying out the recruitment process, including but not limited to: assess your suitability for employment for the role for which you are applying, as well as future roles that may become available or facilitate communication with you. This is done based on the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. You are not required to provide any requested information to Controller but failing to do so may result in not being able to continue your candidacy for the job for which you are applying. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller's behalf. From time to time your personal data will be transferred to associated companies of Controller to process for the purposes described in this Privacy Notice. Controller will ensure that appropriate or suitable safeguards are in place to protect your personal data and that transfer of your personal information is in compliance with applicable data protection laws. If your application is successful your data is saved for the implementation of the employment relationship, complying with statutory regulations. Application documents of unsuccessful candidates are deleted after twelve months at the latest. Pursuant to the E.U. General Data Protection Regulation (GDPR), California Consumer Privacy Act (CCPA), and other applicable laws and regulations, you may have data subject rights enabling you to request to access, delete, correct, remove or limit the use, or receive a copy of your personal information in Controller's possession or for which Controller is otherwise responsible. *
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