The Analyst, Benefits Support will provide technical support and customer support to Company 2000 employees as well as other internal departments concerning the Paylocity payroll and/or benefits administration platforms.  The Analyst will respond to first level questions/concerns and escalated issues from employees pertaining to technical issues related to software functionality, vendor file discrepancies and coverage questions.

What you'll do:

The below represents the primary duties of the position, others may be assigned as needed. 

• Respond to Zendesk tickets, emails and calls from employees and internal departments regarding benefit questions or problems with web based benefits product. 
• Support the production department through accurately troubleshooting processing errors that may arise through backend systems.
• Research and test functionality of the benefits admin software.  
• Assess the need for customization or enhancements to be reported to development maintenance and other Technical Service departments.  
• Work through analytical problems for best resolution.
• Possess a positive demeanor to work with individuals with minimal technological aptitude.
• Pull reports from multiple systems and compare for internal auditing purposes.
• Reach out internally to employees to troubleshoot data errors or missing data. 
• Other duties/projects as assigned

Education and Experience:

• Minimum 1-2-years’ experience in a customer service role; experience in a help desk/technical support role, preferred
• PC hardware/software experience including installation, maintenance and training end users 
• Experience working with Microsoft software including Access, Word and Excel spreadsheets, specifically the ability to use vlookups
• Ability to learn new software and desire for continued learning
• Ability to analyze data for high-level problem resolution
• Must have strong mathematical skills for report calculations, accruals, etc.