Technical Support Specialist

Many companies offer payroll and human capital management (HCM) solutions, but Paylocity takes technology to the next level.

We’ve evolved beyond HCM to a next-generation employee experience platform. With uniquely designed solutions to help companies engage employees, we’ve changed how and where work gets done and created a personalized work environment. Join Paylocity as we continue to transform the future of technology!

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

Position Overview:

The Specialist, Software Support is in charge of providing excellent support efforts for Paylocity’s suite of applications. This is not your average Help Desk, you will be expected to learn multiple software products and fully support any questions or issues that may arise. The Software Support Specialist will be focused on service request completion, incident detection, reporting, and resolution, and excellent customer service. The ideal candidate is a great communicator and is able to translate technical knowledge into actionable direction. Basic computer skills are necessary, as the Software Support Specialist will use diagnostic tools, data entry applications, office products, and SQL to assist with resolution. Travel also may be required for conferences and/or client visits.

Responsibilities:

• Monitor and prioritize the cases and phone calls in a timely manner from an end user experiencing problems with software and other computer related technologies
• Supports technical issues by remote desktop management tools
• Track and maintain interactions through the entire lifecycle
• Learn and become an expert on application features, configuration, and supported third party software
• Identify, diagnose, and resolve technical issues and critical incidents through research and analysis
• Assist end users on the modification of items that may include; time off accruals, time and attendance, tax adjustments, and/or security requests by working directly with the client to ensure complete resolution
• Had constant “follow up” and communication is key factor for a successful Software Support Specialist
• Intermediate Excel with success in maintaining and organizing data. Skilled in VLOOKUP formula development, Pivot Table generation, and Pivot reporting
• Research and test functionality is required for troubleshooting
• Assist in documentation where applicable
• Open availability for shifts dependent on business needs
• Work through high-level analytical problems for best resolution
• Possess a positive demeanor to work with individuals with minimal technological aptitude. Able to translate technical knowledge into actionable direction
• Ability to search multiple knowledge-bases that use support developed articles or prior troubleshooting cases as examples using Boolean, Keyword and Wildcard searches

Education & Experience:

• Associates/Bachelor’s Degree in Computer Science, Mathematics or related field or equivalent years or work experience
• Minimum 1 years’ experience in a help desk/software support department
• Strong MS Office skills, especially with Excel, specifically being able to import data and use pivot tables, and VLOOKUP
• Experience with Lean Six Sigma a plus
• Ability to learn new software and desire for continued learning
• Ability to analyze data for high-level problem resolution
• Must have strong mathematical skills for report calculations, accruals, etc.
• Must have strong oral and written communication
• Technical Aptitude to learn database tools, such as SQL, or internal developed tools