Application Support Specialist

3 weeks ago

Chandler, Arizona, United States Vensure Employer Services Full time
Job Description

We are seeking a skilled Application Support Analyst to join our team at Vensure Employer Services. As a key member of our support team, you will be responsible for providing top-notch assistance to our clients regarding the application of our software. This includes resolving support requests, troubleshooting issues, and replicating scenarios for developers to address. You will also be responsible for in-house testing of software and occasionally training customers on components of the system.

Key Responsibilities:

  • Gather information from clients and determine the issue by evaluating and analyzing the symptoms
  • Identify and escalate application defects and priority issues
  • Interact with clients to provide information in response to inquiries, concerns, and requests about products and services and provide resolutions to reported issues
  • Offer alternative solutions where appropriate to prevent disruption in client activities
  • Follow up and make calls to customers when necessary
  • Maintain client confidence and protect operations by keeping client and client's employee information confidential
  • Make customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships
  • Stay current with system information, changes/updates and new releases
  • Assist the QA department in product testing
  • Contribute to written documentation (Knowledge Base)
  • Provide occasional training for internal employees and externally for clients

Qualifications:

  • Experience with PrismHR, HRPyramid or other PEO or ASO software preferred
  • Ability to communicate and present information effectively with both technical and non-technical audiences
  • Strong knowledge of HRIS systems including payroll, benefits, and human resources
  • Knowledge of payroll and payroll accounting operations
  • Deal effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
  • Bachelor's degree or an equivalent combination of training and experience
  • 1-3 years' experience in a customer support position desired, but not required
  • Experience with Vertex, Mastertax, Quickbooks, Peachtree or Great Plains a plus (not required)
  • Experience setting up and maintaining Client Accounting in PrismHR and a general understanding of Financial Accounting
  • American Payroll Association certification a plus
  • Excellent problem solving and troubleshooting skills
  • Excellent listening skills
  • Excellent phone and people skills
  • Ability to work independently with exceptional attention to detail
  • Experience with Microsoft Office Suite and/or Google Apps a plus

Vensure Employer Services is a fast-paced SaaS company which provides customers with a cloud-based payroll process software application. We also provide professional services including system implementation consulting, custom configurations, and training. Our Marketplace platform allows customers and end users to access other human resources and employee benefits applications from our Marketplace Partners.

We are committed to creating a workplace that celebrates the diversity of our employees and fosters a sense of belonging for everyone. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about our roles but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for these open roles or other open roles. We particularly encourage applicants from traditionally under-represented groups as we seek to increase the diversity of our workforce and provide fair opportunities for all.

We are an equal opportunity employer and are committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the company and prohibits unlawful discrimination by any employee of the company, including supervisors and co-workers.

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