Client Software Support Analyst - Symmetry

About Symmetry

Symmetry Software is part of Gusto. Symmetry is the payroll infrastructure for software & payroll platforms powering the paychecks of over 64 million workers each year. Our fully integrated suite of payroll tax APIs and software tools allows companies to solve tax compliance issues and build applications across the entirety of the payroll process. 

About the Role:

We are looking for a dedicated, hardworking, loyal, Client Software Support Analyst to provide software technical support to Symmetry external users by researching and answering product questions and troubleshooting client problems.  This individual will collaborate seamlessly with internal staff when necessary to address client inquiries and drive a positive client experience in each contact.  The ideal candidate will have exceptional problem-solving skills, current experience with C, JAVA, .NET, JSON, and XML,  a passion for providing unparalleled client service, and a commitment to being the ultimate team player.

About the Team:

The Software Support Analyst is part of the Client Experience team at Symmetry. This team focuses on ensuring our clients continue to receive the quick, thorough, and expert support experience that they have grown to love. 

Primary Responsibilities: 

• Utilizes a ticket management system for task management and tracking of client issues.
• Organizes issues and as appropriate forwards those to development or client success.
• Read and review software log files in order to determine the source of issues to take the next steps in resolutions.  Direct working knowledge of C, JAVA, .NET, JSON, and XML.
• Responds and resolves support tickets in a prompt and professional manner and within compliance with agreed Service Level Agreements (SLAs).  Takes proactive actions in keeping the client informed through timely follow-up. 
• Demonstrates expertise in using effective communication skills with all levels of personnel and with technical and non-technical personnel.
• Actively increases knowledge about Symmetry Software products and services.
• Takes actions to increase knowledge about the payroll and human resource industries and best practices.
• Applies client-provided documents and log files in all research efforts.
• Provides answers to clients by identifying problems at the source and guiding clients through corrective steps.  Provide appropriate feedback and solutions to clients’ issues through the ticket management system, email, phone, chat, and in person.
• Participates in the development of client training programs by identifying learning opportunities and recommending instructional points of view.
• Solves non-routine and complex software, hardware, and procedure problems.
• Analyzes ticket management activity and makes recommendations for improvements to procedures and systems to upper management.
• Writes recommendations for management review.
• Interface with other departments as needed to research solutions for clients.
• Use appropriate communication techniques when responding to clients, particularly in stressful situations.
• Consistently uphold a positive and professional demeanor.
• Assist with the training and development of new team members.

Required Skills and Mindsets: 

• Analytical – Collects and researches data. 
• Problem-Solving – Identifies and resolves problems in a timely manner. 
• Technical Skills – Actively strives to continuously build knowledge and skills.
• Client Service – Responds promptly to client requests for service and assistance.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations.
• Written Communication – Writes clearly and informatively.
• Quality Management – Demonstrates accuracy and thoroughness.
• Organizational Support – Follows policies and procedures.
• Adaptability – Adapts positively to changes in the work environment.
• Attendance/Punctuality – Is consistently at work and on time.
• Quantity – Meets productivity standards.
• Attention to detail – Has a keen attentiveness to nuanced and specific points of data and information. 

Technology Experience:

• Experience with C, JAVA, .NET, JSON, and XML.
• 2+ years working in a client software support environment. 
• Support of API and On-Premise (SDK) software products.
• Experience with CRM/Ticket Management Software.
• Experience with NetSuite, Zendesk, and JIRA.
• 1 to 2 years of Payroll Knowledge and/or platforms.
• Proficiency with G-Suite. 

Education: 

• College or university program certificate; or two to four years related experience and/or training; or equivalent combination of education and experience.

Our cash compensation range for this role is $79,000/yr to $97,000/yr in Scottsdale. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.