Position Summary

Provides ongoing support to clients and end users of payroll and HR systems, resolving issues through the helpdesk and ensuring a positive client experience.

Essential Duties & Responsibilities

·         Respond to client support tickets via helpdesk.

·         Troubleshoot payroll, HR, and time tracking system issues.

·         Escalate unresolved or complex issues as needed.

·         Document resolutions and update knowledge base.

·         Maintain strong client relationships and communication.

Qualifications

·         Associate or Bachelor’s degree preferred.

·         Experience in payroll/HRIS support or customer service.

·         Strong problem-solving and troubleshooting skills.

·         Excellent written and verbal communication.

Key Performance Indicators (KPIs)

·         Average ticket resolution time < 1 business days.

·         First-contact resolution rate > 85%.

·         Client satisfaction survey > 95%.

·         Number of support tickets resolved per quarter.