Application Support Specialist

1 week ago

Chandler, Arizona, United States Vensure Employer Solutions Full time
Job Title: Application Support Analyst, PEO/ASO

We are a dynamic and global company that values work-from-office flexibility. If you're ready to work on-site in a collaborative environment, we'd love to hear from you.

Your primary responsibilities will be to assist our client users with questions and issues related to the application of our software. This includes resolving support requests, troubleshooting issues, replicating scenarios for developers to address, and in-house testing of software. Occasionally, you will train customers on components of the system.

Key Responsibilities:
  • Gather information from clients and determine the issue by evaluating and analyzing 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 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 is 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 of experience in a customer support position is desired but not required.
  • Experience with Vertex, Mastertax, Quickbooks, Peachtree, or Great Plains is a plus (not required).
  • Experience setting up and maintaining Client Accounting in PrismHR and a general understanding of Financial Accounting.
  • American Payroll Association certification is 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 is a plus.

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