Customer Support Specialists (Perm Hire

Customer Support Specialists (Perm Hire)

Position Type:
Full-time

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‑at‑risk. Continually upgrades knowledge and skill base relating to new product rollouts, existing products and statutory/legislative changes.

• Provide support and instruction for application users.
• Troubleshoot, maintain, and evaluate solutions for service inquiries.
• Communicate effectively verbally and in writing.
• Collaborate with internal technical support, production departments, and Service hubs to resolve issues.
• Monitor open client issues until successful completion and upscale when necessary.
• Ensure world‑class service and maintain client satisfaction.
• Identify and contribute to client retention efforts.
• Keep up‑to‑date with new product rollouts and statutory/legislative changes.

• Ability to learn new and complex product and software information quickly.
• Seeking out answers, solutions, and positive outcomes for both client and company.
• Comfortable working with multiple systems.
• Maintain composure in stressful or unexpected circumstances.
• Learning agility and self‑awareness to recognize need for behavioral change.
• Problem‑solving and negotiation skills.
• Excellent verbal and written communication skills.

• Open to feedback, change and learning new things.
• Adaptable, reliable.
• Good interpersonal skills – relates well with others.
• Independent and self‑reliant.
• Capable of working in ambiguous or gray areas.
• Client‑centric – wins the client over.
• Pride in work and care about role.
• Shares knowledge freely.
• Can work with minimal direction.
• Calm, focused, resilient.
• Sets reasonable expectations.