Technical and Software Support Specialist

Job Title

Serve as a frontline, primary support contact for Pro Soft clients by responding to support tickets and phone inquiries. Diagnose software issues and bugs, work with other members of the technical support team to identify and resolve problems in a timely, efficient and effective manner. Help resolve technical issues: user connection issues, Rublon MFA, manage hosted Active Directory, Manage password self-service portal, RDP connections.

Identify when software or technical issues should be escalated to development and provide clear supporting details. Prioritize requests effectively to minimize downtime and maintain strong customer satisfaction.

We're looking for a candidate with a Bachelor's degree in human resource management, accounting, business, or equivalent related work experience. Some knowledge of AP and payroll processes, human resource management workflows is required. Excellent interpersonal, customer service and written and oral communication skills are essential. Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone.

Strong work ethic and self-starter, ability to work independently and as a team player. Strong analytical, troubleshooting, and problem-solving abilities. Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment. Positive, professional, and solutions-oriented approach.

Competencies:

• Action Oriented
• Approachability
• Customer Focus
• Communicative
• Strong Listening Skills
• Patience
• Peer Relationships/Team Player
• Technical Oriented and Adaptability

Required Qualifications:

• Talking to customers to help resolve issues and walk them through procedures. When a phone call is not required, provides steps and written instructions through Team Support.
• Basic knowledge of Microsoft Outlook, Teams, Word and Excel.
• Prior knowledge of Pro Soft a plus, but not required.

What will make you stand out:

• Use AI to research and resolve issues as well as suggest where AI can help improve current support workflows
• General experience in accounts payable, HR/payroll systems support
• Some basic accounting knowledge
• Creating training videos
• Updating User Guides
• Accounting knowledge will set a candidate apart

Salary: $70,000 - $80,000 USD per year.