The Support Specialist, Workforce is responsible for supporting Payroll clients. They will work closely with the sales team, implementation managers and 3rd party partners to ensure all clients receive a delightful experience with Payroll. A successful applicant will have a proven track record of great attention to detail and the ability to work simultaneously on multiple tasks and projects. The combination of technical knowhow, interpersonal communication, a strong sense of initiative and a drive to get the job done well will be critical to success.
How you'll add value:
Respond to technical support tickets
Prompt customers for information necessary to troubleshoot problem reports
Reach out to customers by phone and / or screen share as necessary to understand problem reports
Help customers understand R365 payroll integration functionality
Diagnose and document software defects and escalate them to management
Participate in live chats
Manage personal queue of customer tickets
Identify gaps in company self-help documentation
Identify and share ticket trends with Implementation Team
Conduct Basic Training on an as-need basis
Other duties as assigned
What you'll need to be successful in this role:
Previous background with Payroll and HR Systems
High attention to detail
Excel knowledge
Flexible and adaptable based on the needs of the client and internal team
Solution oriented mindset with ability to articulate under pressure
Effective communication skills, both written and verbal, with the ability to articulate complex content with a simplified explanation
Strong technical aptitude with experience communicating across multiple platforms
A passion for helping people get the most out of technology
PREFERRED QUALIFICATIONS
Familiarity with restaurant management
Familiarity with restaurant labor scheduling and labor management
Understanding of basic accounting journal entry principles
Understanding of labor accruals
Compensation
Compensation for this position is $220,800–$331,200 MXN annually, depending on experience.
