The Technical Support Specialist will provide technical support to clients as well as other internal departments concerning our payroll application. The Technical Support Specialist will address escalated issues from client service teams pertaining to technical issues related to software functionality, transmitting their payroll, database issues, and setting up standard features in our web based application. 

The most successful Technical Support Specialists are comfortable dealing with internal and external clients and have the patience to work with various skill levels that are not as technically competent. In addition, the ability to demonstrate a high regard for problem resolution and following through on clients' issues are extremely important in this role. A Technical Support Specialist will have already proved their ability to handle escalated client issues during their time in level one and have a strong understanding of both payroll applications and back-end processing systems. They also possess the ability to handle the high volume of technical issues (with a sense of urgency) coming directly from our internal and external client(s) through a phone call, email, as well as escalated technical issues from internal departments. 
 

Performance Objectives:
 

• Responsible for responding to all cases, emails and calls from clients and internal departments regarding maintenance or problems with both our web-based product(s).

• Thorough understanding of other department functions and how they relate to Support tasks.

• Responsible for responding to all cases and calls from internal departments (implementation, processing, distribution, custom programming, client relations and sales) regarding clients’ technical issues ranging from database and server issues, errors in setup, or inaccuracies in data reporting

• Support our client base on the modification of time off accruals and security requests by working directly with the client to ensure complete resolution

• Responsible for researching and testing functionality of the software based on the needs of the client. Ability to assess the need for customization or enhancements to be reported to Development Maintenance and other Technical Service areas.

• Support our production department with the ability to troubleshoot clients’ payroll processing errors that arise through our back-end systems.

• Ability to prioritize projects & tasks along with daily duties so that department set service level agreements are met

Experience and Skills:

• Completion of internal training

• Minimum 3 years of experience in a customer service role

• Must have strong understanding of Web Pay Application and related products – training is provided, but the ability to quickly learn and understand how objects link together within the software is extremely helpful

• Working knowledge of Microsoft Office Products, including Access, Excel, SharePoint & Word

• Ability to effectively search multiple knowledge bases that use Support developed articles or prior troubleshooting cases as examples using Boolean, Keyword and Wildcard Searches

• Experience working with SQL or other relational databases

• Advanced knowledge of Microsoft Excel – Pivot Tables, Formulas (VLOOKUP, SUMIF, IF Statements), Macros

• Database Administration & Maintenance – Building multi-table databases, writing queries, Front End UI Development

• Background in Technical Writing, including previous involvement in writing How To or Troubleshooting Guides

• Familiarity in recording, editing, and narrating How To Videos

  Competencies:
   

• Customer Service focused

• Active Listening skills

• Strong verbal/written communication skills

• High level problem-solving/analytical skills to be able to use multiple applications, analyze the data and develop a resolution to relay back to the client

• Ability to work with a team to complete larger projects

• Strong mathematical skills to be able to troubleshoot clients’ report calculations, accruals and other issues

• High level time management & prioritization: ability to stay on task and be committed to providing the best quality service to our clients

• Ability to manage change

• Aptitude and desire for continued learning