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Manager Technical Support

3 months ago

Rochester, United States Paylocity Full time
Job DescriptionJob DescriptionDescription:

Many companies offer payroll and human capital management (HCM) solutions, but Paylocity takes technology to the next level. We’ve evolved beyond HCM to a next-generation employee experience platform. With uniquely designed solutions to help companies engage employees, we’ve changed how and where work gets done and created a personalized work environment. Join Paylocity as we continue to transform the future of technology


We give our employees what they need to succeed, including great benefits and perks We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too At Paylocity, people matter most and have always been at the heart of our business.


Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.


Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us


Position Overview:

The Manager Technical Support is responsible for staff management, customer service, technical support, coordinating employee training and maintaining customer service levels according to Paylocity standards. The Manager Technical Support provides leadership, coaching, training and mentoring to Technical Support Specialists to ensure all critical aspects of client issues are met and resolved appropriately.


Responsibilities:

  • Maintain technical support service levels according to Paylocity standards and motivate and support technical support team.
  • Ensure the client base receives the appropriate level of customer service and technical support by handling unresolved and escalated client issues with prompt and courteous service.
  • Manage the day-to-day activities of the Technical Support Specialists.
  • Collaborate with the other Managers cross-functionally to drive positive client experience, process improvement, and ensure consistency in all policies and procedures
  • Collaborate with internal training department to coordinate, assess and manage employees' training needs and gaps.
  • Develop and implement employee motivation activities and incentives.
  • Ensure appropriate staffing and management of operations employees; including interviewing, hiring and training of new employees.
  • Conduct year-end performance reviews and other employee relations activities with the assistance of Human Resources.

Required Experience

  • High school diploma or equivalent
  • 3 years of leadership/management experience, including supervision, development and tracking of performance measuring within a client service center
  • 3 years of experience in team development and workflow process

Preferred Experience

  • Bachelor’s degree in a relevant field
  • Experience managing people leaders
  • SaaS and/or HR/Payroll industry experience
  • Certified Payroll Professional (CPP)

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.


We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.


We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

Requirements: