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Time & Attendance Consultant I

4 months ago

Honolulu, United States ProService Hawaii Full time
Job DescriptionJob Description

JOIN OUR PROHANA

Listed as one of Hawaii's Best Places to Work for over 17 years and Hawaii's Top 250 Businesses, at ProService our PROhana isn't just your co-workers, it's your community. Being a member of our PROhana means you'll be joining a team of other high performing individuals committed to and motivated by our core mission: Empowering Hawaii Employers to Succeed.


TIME & ATTENDANCE CONSULTANT

The Time & Attendance Consultant I is responsible for managing ProService clients' time & attendance product configuration and support throughout the client lifecycle. The TAC serves their clients and internal stakeholders as the subject matter expert for time and attendance as it pertains to: time clocks, system access, user experience, troubleshooting, consultations/escalations and system updates. They work in partnership with Platform Assurance, and Service Delivery to deliver the expected outcomes for ProServices' time platforms.

Serve as the client-facing systems expert:

  • Deliver an excellent, responsive experience to clients and employees through calls and emails.
  • Resolve time issues quickly and accurately with high first call resolution and low error and case reopening volume.
  • Time clock management, including ordering, configuring, and supporting physical onsite hardware for our clients. Manages time clock inventory..
  • Develop knowledge and skills to begin to serve as the level 2 Subject Matter Expert for product features and functionality.
  • Ready to support service or client on escalated troubleshooting needs due to configuration errors or system failures.
  • Work directly with the client for configuration adjustments and modifications.
  • Provide training or retraining for client users; as needed.
  • Stay current on the newest features and functionality.
  • Maintain a thorough and up-to-date knowledge library of SOP for features functionality.

Improve adoption and usage

  • Engage clients through service interactions to identify opportunities to enhance or improve performance and utilization of the product.
  • Work in partnership with the Product Management team to identify and prioritize product needs; while staying up to date on the product roadmap and releases dates.

The base compensation for this position is $60,000.00 to $70,000.00 per year depending on experience and qualifications.


WHAT YOU'LL BRING TO THE TEAM

  • Experience:
    • 3+ years of experience in customer service.
    • 2+ years of experience in Time & Attendance, Time Labor Management Software, or technical support.
    • HRIS platform and Kronos/UKG Ready experience is a plus.
  • Analysis Skills. Identifies significant problems and opportunities. Analyzes problems in depth. Relates and compares data from different sources. Able to determine root causes and subtle relationships among data from various sources. Exhibits a probing mind. Achieves penetrating insights.
  • Oral Communicatgion. Communicates effectively one to one, in small groups, and in public speaking contexts. Demonstrates fluency and "quickness on one's feet", clarity of organization of thought processes, and command of the language. Easily articulates vision and standards. Keeps people informed.
  • Customer Focus. Regularly monitors customer satisfaction. Meets internal and external customer needs in ways that provide satisfaction and excellent results for the customer. Establishes "partner" relationships with customers. Regarded as visible and accessible by customers.
  • Judgment/Decision Making. Demonstrates consistent logic, rationality, and objectivity in decision-making. Achieves balance between quick decisiveness and slower more thorough approaches, i.e., is neither indecisive nor a quick judge. Shows common sense. Anticipates consequences of decisions.
  • Pragmatism. Generates sensible, realistic, practical solutions to problems.

WHY YOU'LL LOVE PROSERVICE

  • Our PROhana. Our employees and customers consistently express the best thing about ProService is our team. See for yourself and check out our Glassdoor reviews.
  • A commitment to holistic well being. Generous employer contribution toward medical benefits, paid holidays and PTO, paid parental leave, student loan repayment assistance and 401k match are just a few of the ways we demonstrate our commitment to our PROhana's physical, mental and financial well being.
  • Professional Growth & Development. We offer opportunities for continuing education and make new opportunities available internally first.
  • At ProService, We Learn & We Play for Keeps. We hold ourselves to the highest standard and strive towards excellence. However, we know (from experience) the road to excellence is paved with lessons learned and we give our PROhana the space to take on new challenges, to make mistakes and to learn from them