The latest news and advice from our recruitment experts.
The frontline for any company is often its helpdesk – and at QJumpers that frontline is Janice Allan.
Janice is your go-to person for any questions via our phone and email contacts which means she’s the perfect gauge to measure our recruitment software’s usability and the type of things you and your colleagues come across in our applicant management system and the more in-depth QueManager system for multiple users.
So we thought we’d go straight to the source and get Janice to explain the sort of questions she gets asked every day and the basic solutions she has for you.
“I’ve loaded the job, so why can’t I see it online?”
The most common thing I hear from people when they first start using the system is how long does it take for the job to show on Trade Me and Seek after they’ve loaded it on QJumpers. A lot of the time they’ll load the job and then phone to say they can’t see it online. The vacancy goes up immediately on our site, and our system uploads to Seek hourly, and TradeMe several times a day. So, depending on when you’ve loaded it, it could be on the job sites within 10 minutes or up to 45 minutes later
“Why can’t I find a suitable industry category on the drop-down menu for my vacancy?”
Because the categories are different on Seek and Trade Me it can be confusing – and some job titles such as operational manager don’t fit easily into a specific category. I talk to clients about the specific vacancy and then I can advise the best category to list it under. Because we deal with this day-in-day-out, we can take a look and see how similar vacancies were categorised – that means we can usually find the best option. Because of the freedom we have in our system, we can also advise them to put the vacancy under one category for two weeks and then, if they’re not getting a lot of candidates, we can change to another.
“How long have I got to use my job pack on Seek and Trade Me – and can I use my company logo?”
Purchasing job packs makes it cheaper to advertise – and those packs are valid for 6 months from purchase date. You can choose to buy branded or unbranded packs. You can only add branding on TradeMe if you have purchased a job pack, but you can purchase branding casually on Seek.
“Do applicants get notified when they’ve applied and when they’re declined?”
Yes, that’s one of the basics of the QJumpers system. Applicants are automatically notified when we have received their application, and you have the option of sending them an email to update them on their progress with the vacancy, either declining them or arranging interviews etc. You have the option to edit messages – it doesn’t have to be the template email.
So, who’s calling the helpdesk?
Usually when an Organisation has a new system set up, I don’t hear from them very much because they’ve just done their training via internet or a face-to-face sit-down, they have their manual and they absolutely love it. If they’ve been using spreadsheets up until then, they usually say QJumpers is an absolute dream – but three or four months down the track new questions start to turn up about things they haven’t had to do before because they haven’t been using the system to its fullest extent or they’ve got new employees who need to learn the new system.
The most common question from larger organisations is “how do I add a new user?” That’s simple – I send them an email which shows them how to register a new person and we can add them into the system after checking what access and permissions they require. Or if it’s someone who’s replacing a previous user it may be easier for them to take over the account of the peson they are replacing, and I can arrange that. It makes it a lot easier for them to see the whole picture when they take over that person’s position.
Because QueManager is not an off-the-shelf product we can adapt it for individual companies’ usage – and that means people will call the helpdesk when they want something more from the system. There is some flexibility to make it suit their needs – whether it is changing access levels, generating reports on hiring information or holding on-boarding documents for new employees. Here at the helpdesk it’s important to listen to the customer because often the QJumpers system is capable of more than users expect. It’s simply a matter of letting them know how to use it to its full extent.
The simple stuff
Nine out of ten times the calls are about really simple things that are easy to resolve. Some phone sounding quite frustrated but once you see how you can help them and explain how they do something, they realise that it’s so easy and then they’re happy to go off and do it themselves. I enjoy helping the users discover how easy it is.
Some basic questions are:
How do you extend a job and how do you copy a job? That’s simply a drop-down box option next to the vacancy.
How do I access my candidates? I’m always happy to walk someone through the system because they might not have used it for a few months and forgotten how to log on – most of the time, when they get going they remember that it’s really simple and they’re fine.
Can I add applicants who haven’t applied online or who apply after the vacancy has expired? The answer is a simple “yes, you can”. There is an option within the vacancy to “add applicants” that have come to you directly or when they vacancy has closed.
You can reach Janice with any other questions about how QJumpers can work for your company, or for any help with your QueManager setup via 0800 758673, email@example.com or via the website.