Provides ongoing support to clients and end users of payroll and HR systems, resolving issues through the helpdesk and ensuring a positive client experience.
- 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.
- 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.
- Average ticket resolution time < 1 business days.
- First-contact resolution rate > 85%.
- Client satisfaction survey > 95%.
- Number of support tickets resolved per quarter.
Provides ongoing support to clients and end users of payroll and HR systems, resolving issues through the helpdesk and ensuring a positive client experience.
