Job Title: Application Support Specialist
This role involves delivering comprehensive high-quality technical support for SMB software and hardware products.
The successful candidate will be responsible for providing end-user assistance for Workforce Ready Time and Labor, Human Resources and Payroll modules.
Key Responsibilities:
* Deliver help desk support for assigned cases including outbound call backs, emails and internal support tickets
* Demonstrate strong ability to research problems independently and identify root causes of issues using problem determination skills
* Utilize knowledge and experience to resolve complex problems submitted by end-users while applying debugging skills and problem-solving abilities
* Ensure timely, accurate and complete responses to inquiries
* Effectively communicate with management to ensure issues are escalated and resolved
Qualifications and Experience:
* Candidates must possess domain expertise in one or all of the following areas: Payroll, Time and Labour/Employee Scheduling, HR or Benefits
* Minimum 1-5 years of experience using Time & Attendance, Payroll and/or Human Resource applications or related experience
* Strong troubleshooting skills
* Excellent organisational, time-management and planning skills with a strong attention to detail needed
* Exceptional written, oral communication, listening and telephone skills
* Proficiency in computer skills with a Web and Microsoft Office Suite
* Prior help desk experience is highly desirable