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Technical Support Rep - Payroll
Ref No.: 18-18417
Location: Phoenix, Arizona
Position Type:Contract
Skill Type
Skill Type:Professional
Job Summary:
  • Provides product and technical support to users of Online Services Core Advanced Online Payroll and Online reports.
  • Answers inbound calls and e-mail in a call center environment in order to provide technical support to users of the Online services.
  • Provides client support for Online Services by maintaining knowledge of Internet technology browsers plug-ins and file downloading.
  • Provides problem analysis and resolution with an emphasis on first call resolution and enhancing the client experience.
  • Establishes and maintains a positive working relationship with clients branch employees and accountants to promote quality service image.
  • Logs phone calls and e-mail in order to build and maintain a database of issues and solutions to create a client history and provide statistical reporting capabilities.
  • Ensures client satisfaction and retention of Online Services clients by providing responsive and effective client service and issue resolution.
  • Maintains knowledge of all features of Online Services applications.
  • Also maintains knowledge of onlsupt.com ( including resets of security information) pods1 Talisma One Source Solutions Portal Citrix Single Sign-on tool and the Webex Support Tool .
  • Provides full technical phone support to all Single Sign-on products to ensure quality service is provided.
  • These include Next Generation Single Sign-on for core clients and One Source Solutions Portal for MMS clients.

Qualifications:
AAS or BA/BS degree in IT Business or related field preferred. A minimum of 2 years in call center client service or technical support environment.