Technical and Software Support Specialist

What You’ll Do

• 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.

• 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.
• Excellent interpersonal, customer service and written and oral communication skills
• 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

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

• 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.

• 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