Client Software Support Specialist

8 hours ago

Scottsdale, Arizona, United States Gusto Full time
About Gusto

Gusto 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 nationwide.

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. Learn more about our Total Rewards philosophy.

About Symmetry

Symmetry Software is a subsidiary of Gusto, and we're 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're seeking a dedicated and hardworking Client Software Support Analyst to provide software technical support to Symmetry external users. This individual will research and answer product questions, troubleshoot client problems, and collaborate with internal staff to address client inquiries and drive a positive client experience.

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.

Primary Responsibilities
  • Utilize a ticket management system for task management and tracking of client issues.
  • Organize issues and forward those to development or client success as appropriate.
  • Read and review software log files to determine the source of issues and take the next steps in resolutions.
  • Respond and resolve support tickets in a prompt and professional manner, within compliance with agreed Service Level Agreements (SLAs).
  • Take proactive actions to keep the client informed through timely follow-up.
  • Demonstrate expertise in using effective communication skills with all levels of personnel and with technical and non-technical personnel.
  • Actively increase knowledge about Symmetry Software products and services.
  • Take actions to increase knowledge about the payroll and human resource industries and best practices.
  • Apply client-provided documents and log files in all research efforts.
  • Provide 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.
  • Participate in the development of client training programs by identifying learning opportunities and recommending instructional points of view.
  • Solve non-routine and complex software, hardware, and procedure problems.
  • Analyze ticket management activity and make recommendations for improvements to procedures and systems to upper management.
  • Write 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.

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