Customer Support Specialist (Perm Hire

Job Description

Customer Support Specialist

Chandler, AZ 8522

Term:
Perm Hire

Supports various levels of Payroll or HR clients to provide prompt and thorough responses to all types of service inquiries for Major Account clients. Provides support to application users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives. Develops and maintains effective verbal and written communication with all parties. Works with internal technical support, various production departments and additional service hubs as needed to identify a resolution.

Monitors open client issues until successful completion. Escalates irresolvable or concerning issues to management as appropriate. Ensures World Class Service client satisfaction on each transaction. Plays an important role in client retention for the region, including identifying clients tinually upgrades knowledge and skill base relating to new product rollouts, existing products and statutory/legislative changes.

• Responds professionally and timely to client incoming phone calls, web inquiries, emails and/faxes.
• Investigates, researches, analyzes and tests outcomes to resolve client questions or problems correctly.
• Handles client requests ranging from routine inquiries and basic application navigation to complex problems and difficult troubleshooting issues.
• Ensures World Class Service satisfaction on each transaction.
• Provides critical and accurate statutory information to clients in payroll or HR areas, such as tax filing and/or benefit administration, to avoid financial risk and/or penalties.
• Serves as the initial point of contact for all clients and determines if resolution can be found on the initial call or if Tier II resolution is required.
• Quotes the future resolution commitment to the client based on a clear evaluation of the open case.
• Researches, designs and modifies complex mainframe features or software applications to meet the client’s specific needs for Tier II resolution.
• Works with technical support or various production departments to troubleshoot, analyze and resolve problems and client concerns.
• Implements additional non‑billable features for clients by utilizing systems/applications and understanding client requirements and needs.
• Recommends software enhancements or product features and identifies client training opportunities if applicable.
• Maintains appropriate records of client contact through the CRM (e.g., eAccess/Clarify).
• Uses the various knowledge bases, resource materials and appropriate websites to locate answers and solutions for issues.
• Ensures that case notes are professionally written and that they thoroughly and accurately detail the problem and the proposed resolution.
• Maintains the service organization’s standards set by regional and corporate management regarding call and case handling, e.g., Average Handle Time, Adherence, Call Strategy, Case Activity.
• Receives training on products or applications and servicing skills to support the organization, clients and teammates.
• Remains proficient on current applications and related products/features (e.g., Payroll and/or HRIS) and learns future products and new tools as they are deployed.
• Continues to update knowledge through a wide variety of resources to remain familiar with relevant statutory laws or legislative rulings.
• Completes new hire and ongoing training programs as designed.
• Participates in regional and client retention efforts, including helping to identify clients at risk.
• Handles critical and/or escalated client issues which may require working directly with additional Service hubs to ensure client satisfaction.
• Communicates directly with clients via phone, email and/or remote diagnostic tools to resolve these issues.
• Uses judgement and escalates unresolvable or concerning issues to a higher level support or to management as appropriate.
• Mentors, coaches and assists in the training of less tenured or newly hired service associates on product knowledge, process and procedures and service skills.
• Provides feedback and suggestions on products, issues, processes and procedures to enhance efficiency and continuous improvement.
• May participate in developing documentation (e.g., solutions, knowledge base).

• Open to feedback, change and learning new things.
• Adaptable and reliable.
• Strong interpersonal skills – relates well with others.
• Independent – able to work on their own and self‑reliant.
• Can work in the gray area.
• Wins the client over.
• Cares about what they are doing and takes pride in their work.
• Shares knowledge.
• Works with minimal direction.
• Calm, focused, resilient.
• Ability to set reasonable expectations.
• Bachelor’s Degree Required.