Client Software Support Analyst

3 weeks ago

Scottsdale, United States Gusto Full time
About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That's why we're committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

About Symmetry

Symmetry Software is part of Gusto. Symmetry is the payroll infrastructure for software & payroll platforms powering the paychecks of over 64 million workers each year. Our fully integrated suite of payroll tax APIs and software tools allows companies to solve tax compliance issues and build applications across the entirety of the payroll process.

About the Role:

We are looking for a dedicated, hardworking, loyal, Client Software Support Analyst to provide software technical support to Symmetry external users by researching and answering product questions and troubleshooting client problems. This individual will collaborate seamlessly with internal staff when necessary to address client inquiries and drive a positive client experience in each contact. The ideal candidate will have exceptional problem-solving skills, current experience with C, JAVA, .NET, JSON, and XML, a passion for providing unparalleled client service, and a commitment to being the ultimate team player.

About the Team:

The Software Support Analyst is part of the Client Experience team at Symmetry. This team focuses on ensuring our clients continue to receive the quick, thorough, and expert support experience that they have grown to love.

Primary Responsibilities:
  • Utilizes a ticket management system for task management and tracking of client issues.
  • Organizes issues and as appropriate forwards those to development or client success.
  • Read and review software log files in order to determine the source of issues to take the next steps in resolutions. Direct working knowledge of C, JAVA, .NET, JSON, and XML.
  • Responds and resolves support tickets in a prompt and professional manner and within compliance with agreed Service Level Agreements (SLAs). Takes proactive actions in keeping the client informed through timely follow-up.
  • Demonstrates expertise in using effective communication skills with all levels of personnel and with technical and non-technical personnel.
  • Actively increases knowledge about Symmetry Software products and services.
  • Takes actions to increase knowledge about the payroll and human resource industries and best practices.
  • Applies client-provided documents and log files in all research efforts.
  • Provides answers to clients by identifying problems at the source and guiding clients through corrective steps. Provide appropriate feedback and solutions to clients' issues through the ticket management system, email, phone, chat, and in person.
  • Participates in the development of client training programs by identifying learning opportunities and recommending instructional points of view.
  • Solves non-routine and complex software, hardware, and procedure problems.
  • Analyzes ticket management activity and makes recommendations for improvements to procedures and systems to upper management.
  • Writes recommendations for management review.
  • Interface with other departments as needed to research solutions for clients.
  • Use appropriate communication techniques when responding to clients, particularly in stressful situations.
  • Consistently uphold a positive and professional demeanor.
  • Assist with the training and development of new team members.
Required Skills and Mindsets:
  • Analytical - Collects and researches data.
  • Problem-Solving - Identifies and resolves problems in a timely manner.
  • Technical Skills - Actively strives to continuously build knowledge and skills.
  • Client Service - Responds promptly to client requests for service and assistance.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations.
  • Written Communication - Writes clearly and informatively.
  • Quality Management - Demonstrates accuracy and thoroughness.
  • Organizational Support - Follows policies and procedures.
  • Adaptability - Adapts positively to changes in the work environment.
  • Attendance/Punctuality - Is consistently at work and on time.
  • Quantity - Meets productivity standards.
  • Attention to detail - Has a keen attentiveness to nuanced and specific points of data and information.
Technology Experience:
  • Experience with C, JAVA, .NET, JSON, and XML.
  • 2+ years working in a client software support environment.
  • Support of API and On-Premise (SDK) software products.
  • Experience with CRM/Ticket Management Software.
  • Experience with NetSuite, Zendesk, and JIRA.
  • 1 to 2 years of Payroll Knowledge and/or platforms.
  • Proficiency with G-Suite.
Education:
  • College or university program certificate; or two to four years related experience and/or training; or equivalent combination of education and experience.

Our cash compensation range for this role is $79,000/yr to $97,000/yr in Scottsdale. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require assistance in filling out a Gusto job application, please reach out to candidate-accommodations@gusto.com.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

  • Client Software Support Analyst

    2 months ago

    Scottsdale, United States Gusto Full time

    About Gusto Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide. Our mission is to create a world...

  • Client Software Support Analyst

    3 weeks ago

    Scottsdale, United States Gusto Full time

    About Gusto Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide. Our mission is to create a world...

  • Client Software Support Analyst

    3 weeks ago

    Scottsdale, United States Gusto Full time

    About Gusto Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide. Our mission is to create a world...

  • Client Software Support Specialist

    3 weeks ago

    Scottsdale, Arizona, United States Gusto Full time

    About the RoleWe are seeking a skilled Client Software Support Analyst to join our team at Symmetry, a subsidiary of Gusto. As a key member of our Client Experience team, you will provide top-notch technical support to our external users, ensuring they receive prompt and expert assistance with our software products.Your primary responsibilities will...

  • Client Software Support Specialist

    2 weeks ago

    Scottsdale, Arizona, United States Gusto Full time

    About GustoGusto is a leading provider of modern, online people platforms that empower small businesses to take care of their teams. Our comprehensive suite of solutions includes full-service payroll, health insurance, 401(k)s, expert HR, and team management tools. With offices in Denver, San Francisco, and New York, we serve over 300,000 businesses...

  • Client Software Support Specialist

    3 weeks ago

    Scottsdale, Arizona, United States Gusto Full time

    About GustoGusto is a leading provider of modern, online people platforms that empower small businesses to take care of their teams. Our comprehensive suite of solutions includes full-service payroll, health insurance, 401(k)s, expert HR, and team management tools. With offices in Denver, San Francisco, and New York, we serve over 300,000 businesses...

  • Client Software Support Specialist

    3 weeks ago

    Scottsdale, Arizona, United States Gusto Full time

    About GustoGusto is a leading provider of modern, online people platforms that empower small businesses to take care of their teams. Our comprehensive suite of solutions includes full-service payroll, health insurance, 401(k)s, expert HR, and team management tools. With offices in Denver, San Francisco, and New York, we serve over 300,000 businesses...

  • Client Software Support Specialist

    2 weeks ago

    Scottsdale, Arizona, United States Gusto Full time

    About GustoGusto is a leading provider of modern, online people platforms that empower small businesses to take care of their teams. Our comprehensive suite of solutions includes full-service payroll, health insurance, 401(k)s, expert HR, and team management tools. With offices in Denver, San Francisco, and New York, we serve over 300,000 businesses...

  • Client Software Support Specialist

    4 weeks ago

    Scottsdale, Arizona, United States Gusto Full time

    About GustoGusto is a modern, online people platform that helps small businesses take care of their teams. Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. We're committed to building a collaborative and inclusive workplace, both physically and virtually.About SymmetrySymmetry Software is part of Gusto....

  • Client Software Support Specialist

    3 weeks ago

    Scottsdale, Arizona, United States Gusto Full time

    About GustoGusto is a leading provider of modern, online people platforms that empower small businesses to take care of their teams. Our comprehensive suite of solutions includes full-service payroll, health insurance, 401(k)s, expert HR, and team management tools. With offices in Denver, San Francisco, and New York, we serve over 300,000 businesses...

  • Software Technical Support Specialist

    5 days ago

    Scottsdale, Arizona, United States Axway Software SA Full time

    Job Title: Software Technical Support EngineerOverview:Axway is an enterprise integration company that's been around for over 20 years to digitally transform businesses of all sizes with more than 11,000 customers in 100 countries. We're looking for a talented Software Technical Support Engineer to join our team.About the Role:We're seeking a highly skilled...

  • Payroll HRIS Analyst

    1 week ago

    Scottsdale, Arizona, United States United Software Group Full time

    Purpose of the JobWe are seeking a highly skilled Payroll HRIS Analyst to join our team at United Software Group. The successful candidate will be responsible for ensuring the Human Resources Information Systems (HRIS) application meets the business needs of our payroll department.Key ResponsibilitiesManage multiple projects, including module...

  • Software Configuration Specialist

    2 months ago

    Scottsdale, United States ClickPoint Software Full time

    ClickPoint Software seeks a software configuration specialist. We are looking for a collaborative, self-directed learner with a penchant for problem-solving and software configuration that shows up to work daily with a positive attitude. This opening is an onsite position; at this time, we are not hiring for a remote position.   We are a growing software...

  • Software Engineer

    5 days ago

    Scottsdale, United States Symmetry Software Full time

    Symmetry Software is the payroll infrastructure for software & payroll platforms powering the paychecks of over 64 million workers each year. Our fully integrated suite of payroll tax APIs and software tools allows companies to solve tax compliance issues and build applications across the entirety of the payroll process. About the Role: We are seeking a...

  • Product Support Analyst

    5 days ago

    Scottsdale, United States JobRialto Full time

    Job Summary: The Product Support Analyst will provide advanced systems support and problem resolution for diverse software applications and hardware systems. This role involves working closely with product and project teams to ensure the seamless operation of business-critical applications. Additionally, the Product Support Analyst will serve as a technical...

  • IT Training Support Analyst

    2 weeks ago

    Scottsdale, United States Aya Healthcare, Inc. Full time

    Aya Healthcare has an exciting new contract opportunity!Job Details:JOB TITLE: IT Training Support AnalystCONTRACT DURATION: 16 weeksSHIFT: Monday-Friday 8:00am 5pmWEEKEND REQUIREMENT: TBDLOCATION: Onsite in Scottsdale, AZONBOARDING TIME: Expect 1-3 weeks from offer acceptance to start date.Responsibilities and Duties:The IT Training Support Analyst is...

  • Software Configuration Specialist

    1 month ago

    Scottsdale, Arizona, United States ClickPoint Software Full time

    About the RoleClickPoint Software is seeking a highly skilled and motivated Software Configuration Specialist to join our team. As a key member of our organization, you will be responsible for configuring our proprietary software to meet the needs of our customers, while also suggesting best practices to improve our processes.Key ResponsibilitiesSoftware...

  • Software Quality Assurance Analyst II

    3 weeks ago

    Scottsdale, United States Open Network Exchange Full time

    Job Type Full-time Description Summary/Objective The Software Quality Assurance Analyst II is responsible for software quality testing during the lifecycle of new and improved software releases. The analyst is also responsible for testing, tracking, validating and monitoring software functionality and system performance to guarantee the end product meets...

  • Software Quality Assurance Analyst II

    3 weeks ago

    Scottsdale, United States Open Network Exchange Full time

    Job Type Full-time Description Summary/Objective The Software Quality Assurance Analyst II is responsible for software quality testing during the lifecycle of new and improved software releases. The analyst is also responsible for testing, tracking, validating and monitoring software functionality and system performance to guarantee the end product meets...

  • Software Quality Assurance Analyst II

    2 months ago

    Scottsdale, United States Open Network Exchange Full time

    Job Type Full-time Description Summary/Objective The Software Quality Assurance Analyst II is responsible for software quality testing during the lifecycle of new and improved software releases. The analyst is also responsible for testing, tracking, validating and monitoring software functionality and system performance to guarantee the end product meets...