Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay - a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company.

As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Tier 1 Technical Support Specialist, SyncHR. The next Tier 1 Technical Support Specialist possesses a passion for providing quality customer service and strong communication skills. This role will provide Tier 1 technical assistance and support for incoming queries and issues related to our SyncHR software users.

At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment. With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day. Interested? Join us in our evolution!

What you will be doing:

• Responding to customers over the phone, chat, or via e-mail using our ticketing system
• Being a point of contact for clients using SyncHR Payroll, ensuring the highest level of client satisfaction
• Training the end user on our system
• Resolving basic issues for our solutions in an efficient and friendly manner
• Author and publish help content to improve self-service resources
• Accurately capture notes, document activities, and manage cases in a clear and actionable way for teammates and customers
• Stay informed on product changes and rapidly learn information about functionality changes
• Be responsible for regular customer follow-up on open incidents and quick resolution of reported incidents within customer expectations
• Acting as the customer-facing point of contact for all service-related needs
• Providing technical support, answer questions, and troubleshoot any issues
• Completing adjustments, as needed, to help with tax compliance
• Assisting with quarterly and annual reporting requirements

Success will come if you have:

• 2+ yrs. experience in customer focused role - post-sales technical support
• Technical trouble shooting experience
• The ability to decipher technical terminology and explain in easy-to-understand language to your customer
• Great problem solver skills and have proven customer service skills
• Experience with SaaS technology, cloud, or on-prem application support
• A shining attitude and is optimistic
• Confidence to jump into a new software program (must be tech-savvy)
• Multi-tasking skills
• The ability to learn quickly and take on new concepts and ideas easily

PrimePay Offers:

• A competitive salary in the $50 - $55K/Year range based on experience
• Access to personal, group training and career advancement
• Leadership development through individualized support and career mentoring
• Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD

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