Technical Support Specialist I

Insperity provides the most comprehensive suite of scalable HR solutions available in the marketplace with an optimal blend of premium HR service and technology. With more than 90 locations throughout the U.S., Insperity is currently making a difference for thousands of businesses and communities nationwide.

Behind our success is the unshakeable belief in the value of our people. We value diversity, inclusivity and a sense of belonging. We celebrate work and life events, and we partner with our clients and communities to make great things happen.

We have received recognition numerous times as a top place to work, most recently ranking on Glassdoor’s “Best Places to Work in the U.S. 2024” list, and U.S. News & World Report’s “Best Companies to Work for 2024” list. In addition, we have been recognized for having one of the country’s Top 50 Midsize Early Talent Programs by RippleMatch’s 2024 Campus Forward Awards. There is no better time to be a part of Insperity, and our best work is yet to come. Learn more at Insperity.com.

Why Insperity?

Flexibility: Over 80% of Insperity’s jobs have flexibility. We want your time to have balance, whether it’s spent with coworkers, clients, family or your community.

Career Growth: Insperity provides many ways to grow with the company. We offer continuous learning programs, mentorship opportunities and ongoing training.

Well-Being: Our total rewards package includes generous paid time off, top-tier medical, dental and vision benefits, health & wellness support, paid volunteer hours and much more. We take care of our people so that you can do your best work.

This position is responsible for ongoing support of all Insperity Business Performance Solutions (BPS) products to existing clients.

Responsibilities

• Consults with end users to analyze complex, functional software issues escalated from Associate Technical Support Specialists.
• Performs remote software support for clients on Insperity BPS solutions which could include, but is not limited to:
• Answering phones politely, efficiently, and directing calls to appropriate department, or the voice mail system when necessary. Continuously monitoring the general voice mailbox.
• Maintaining client information in Client Record Management system.
• Providing backup phone support for other Technical Support teams.
• Monitoring appropriate email inboxes and providing excellent email technical support.
• Modifying setup to support changes in the client’s business rules.
• Using software diagnostics tools to troubleshoot client software issues.
• Retraining clients on software.
• Providing technical support via telephone or online on any BPS product purchased by client, including custom programming as purchased and documented.
• Performs remote time clock support on Insperity sanctioned time clocks and time clock software
• Troubleshoots returned hardware to identify and repair malfunctions and/or damage.
• Configures, tests, and ships repaired hardware.
• Documents all client interaction on a per incident basis.
• Logs software issues and provides temporary workarounds as needed.
• Tracks open software issues until a resolution is released by Quality Assurance and collaborates with Professional Services to ensure update is installed on the client system.
• Creates and configures customer specific SQL statements to reduce manual entry.
• Works with customers to optimize their experience with BPS solutions.
• Handles business sensitive information with appropriate confidentiality.
• Tracks process to ensure that unresolved tickets are escalated to appropriate individual based on established guidelines and procedures.
• Monitors appropriate email inboxes and provides excellent email technical support.
• Works to improve customer satisfaction and increase customer reference-ability.
• Assists in the accomplishment of Insperity goals.
• Helps other employees to accomplish Insperity goals.
• Performs other duties as may be assigned by department supervisor.
• Participates in the Disaster Recovery plan as required.
  
  

Qualifications

• Bachelor’s Degree or equivalent experience is required.
• One to four years of technical support experience is required.
• Solid interpersonal skills to interface with co-workers and customers.
• Ability to manage multiple tasks to completion with minimal supervision.
• Strong understanding of various Internet browser technologies
• Familiarity and understanding of computer network infrastructures (TCP/IP).
• Intermediate understanding of relational database and SQL experience (Microsoft SQL Server preferred)
• Knowledge of web-based software solutions
• Strong analytical thinking skills and process-driven work habits.
• Basic Knowledge of CRM systems and usage.
• Ability to effectively communicate with technical and non-technical staff in both written and verbal format.
• Ability to work alone and collaborative, with technical personnel as needed.
• Ability to multi-task and prioritize projects in a fast-paced, deadline-driven environment.
  
  

At Insperity, we celebrate the diversity of our employees and our leadership. Insperity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.