- Provides software support to clients focusing on achieving intermediate understanding of systems and client use cases.
- Works independently with no mentoring for 80% of Level 2 questions.
- Consults with end users to analyze complex, functional software issues escalated from Associate Technical Support Specialists.
- Performs remote software support for clients on Insperity WX Time, Labor, and Workforce Management solutions which could include, but is not limited to:
- Answering phones politely, efficiently, and directing calls to appropriate department, or the voice mail system when necessary. Continuously monitoring the general voice mailbox.
- Maintaining client information in Client Record Management system.
- Providing backup phone support for other Technical Support teams.
- Monitoring appropriate email inboxes and providing excellent email technical support.
- Modifying setup to support changes in the client's business rules.
- Using software diagnostics tools to troubleshoot client software issues.
- Retraining clients on software.
- Providing technical support via telephone or online.
- Performs remote time clock support on Insperity sanctioned time clocks and time clock software
- Troubleshoots returned hardware to identify and repair malfunctions and/or damage.
- Configures, tests, and ships repaired hardware.
- Documents all client interaction on a per incident basis.
- Logs software issues and provides temporary workarounds as needed.
- Tracks open software issues until a resolution is released by Product Management and collaborates with Onboarding to ensure update is installed on the client system.
- Works with customers to optimize their experience with WX Time, Labor, and Workforce Management solutions.
- Handles business sensitive information with appropriate confidentiality.
- Tracks process to ensure that unresolved tickets are escalated to appropriate individual based on established guidelines and procedures.
- Monitors appropriate email inboxes and provides excellent email technical support.
- Works to improve customer satisfaction and increase customer reference-ability.
- Assists in the accomplishment of Insperity goals.
- Helps other employees to accomplish Insperity goals.
- Performs other duties as may be assigned by department supervisor.
- Participates in the Disaster Recovery plan as required.
- Bachelor's Degree or equivalent experience is required.
- One to two years of technical support experience is required
- Solid interpersonal skills to interface with co-workers and customers.
- Ability to manage multiple tasks to completion with minimal supervision.
- Strong understanding of various Internet browser technologies
- Familiarity and understanding of computer network infrastructures (TCP/IP).
- Intermediate understanding of relational database and SQL experience (Microsoft SQL Server preferred)
- Knowledge of web-based software solutions
- Strong analytical thinking skills and process-driven work habits.
- Basic Knowledge of CRM systems and usage.
- Ability to effectively communicate with technical and non-technical staff in both written and verbal format.
- Ability to work alone and collaborative, with technical personnel as needed.
- Ability to multi-task and prioritize projects in a fast-paced, deadline-driven environment.
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Technical Support Specialist I - Kingwood, United States - Insperity
Description
Insperity provides the most comprehensive suite of scalable HR solutions available in the marketplace with an optimal blend of premium HR service and technology. With more than 90 locations throughout the U.S., Insperity is currently making a difference for thousands of businesses and communities nationwide.Behind our success is the unshakeable belief in the value of our people. We value diversity, inclusivity and a sense of belonging. We celebrate work and life events, and we partner with our clients and communities to make great things happen.
We have received recognition numerous times as a top place to work, most recently ranking on U.S. News & World Report's "Best Companies to Work for 2024" list, and Glassdoor's "Best Places to Work in the U.S. 2023" list. There is no better time to be a part of Insperity, and our best work is yet to come. Learn more at
Why Insperity?
Flexibility: Over 80% of Insperity's jobs have flexibility. We want your time to have balance, whether it's spent with coworkers, clients, family or your community.
Career Growth: Insperity provides many ways to grow with the company. We offer continuous learning programs, mentorship opportunities and ongoing training.
Well-Being: Our total rewards package includes generous paid time off, top-tier medical, dental and vision benefits, health & wellness support, paid volunteer hours and much more. We take care of our people so that you can do your best work.
Technical Support Specialist
We are currently seeking a Technical Support Specialist to join our team. This position is responsible for ongoing support of all Insperity Workforce Acceleration (WX) Time, Labor, and Workforce Management products to existing clients.
Responsibilities
