SPECIFIC DUTIES and RESPONSIBILITIES:

• Gather information from the client and determine the issue by evaluating and analyzing the symptoms;
• Identify and escalate application defects and priority issues;
• Interact with clients to provide information in response to inquiries, concerns, and requests about products and services and provide resolutions to reported issues
• Offer alternative solutions where appropriate to prevent disruption in client activities
• Follow up and make calls to customers when necessary;
• Maintains client confidence and protects operations by keeping client and client’s employee information confidential.
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
• Stay current with system information, changes/updates and new releases
• Assist the QA department in product testing
• Contribute to written documentation (Knowledge Base)
• Provide occasional training for internal employees and externally for clients

SKILLS and EXPERIENCE:

• Experience with PrismHR, HRPyramid or other PEO or ASO software preferred
• Ability to communicate and present information effectively with both technical and non-technical audiences
• Strong knowledge of HRIS systems including payroll, benefits, and human resources
• Knowledge of payroll and payroll accounting operations
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Bachelor’s degree or an equivalent combination of training and experience.
• 1-3 years’ experience in a customer support position desired, but not required.
• Experience with Vertex, Master tax, QuickBooks, Peachtree or Great Plains a plus (not required)
• Experience setting up and maintaining Client Accounting in Prism HR and a general understanding of Financial Accounting
• American Payroll Association certification a plus
• Excellent problem solving and troubleshooting skills
• Excellent listening skills
• Excellent phone and people skills
• Ability to work independently with exceptional attention to detail
• Experience with Microsoft Office Suite and/or Google Apps a plus