Technical and Software Support Specialist

What you’ll do


* Serve as a frontline, primary support contact for ProSoft 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.

What we’re looking for


* 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

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 ProSoft 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.