Customer Support Specialist AMER - San Jose, United States - CloudPay

Description

Jan 24, 2022 9:00:32 AM **Customer Support Specialist AMER | San Jose, CR**

CloudPay is looking for a reliable Tier 1 Support Specialist to provide customer support to the Americas internal Payroll & Implementation teams, along with our global Client base. The primary focus will be providing support for the AMER region, however, there will also be the requirement to assist with APAC and EMEA clients.

The successful candidate will be responsible for supporting and maintaining Global clients. This involves administering both internal and external user access within the CloudPay application suite using our in-house applications, resolving access issues and assigning payroll queries and updates to the correct teams.

Package and Benefits:

Competitive annual salary and benefits package

15 vacation days plus public holidays

Birthday leave

Flexible remote working

Private Medical Insurance

Personal and professional development opportunities

Friendly working environment

Attributes and Experience Required:

Fluent in English

Excellent customer service

System account administration experience would be desirable

Ability to follow User Security procedures and workflow processes

Ability to prioritize, work with little supervision and escalate when necessary

Strong planning and organizational skills

Strong communication skills

Excel skills would be desirable

Daily Duties and Main Responsibilities will include:

Dealing with Tier 1 requests via email and telephone

Managing tickets using our internal system (ZenDesk)

Triaging Payroll queries to the correct teams

Provision system access based on client or internal requests

Resolving system access issues e.g. password resets

Respond to, and drive resolution of incidents and service requests using available information resources

Provide assistance during external audits

Work on holidays when required