Technical Assistance Center Analyst I
1 week ago
Paycom Online is seeking a highly skilled Technical Assistance Center Analyst I to join our team. As a Technical Assistance Center Analyst I, you will be the primary point of contact for clients and internal departments seeking technical assistance for Paycom software incidents on assigned products.
Key Responsibilities- Technical Support: Address and resolve technical tickets and inquiries about product functionality and best practices from clients and internal stakeholders based on defined service level agreements.
- Ticket Escalation: Escalate unresolved problems to higher levels of support.
- Service Level Agreements: Meet service level agreements (SLAs) for ticket response time and resolution time.
- Ticket Analysis: Identify and classify ticket resolution reasons.
- Product Expertise: Be the subject matter expert on assigned Paycom software products and provide world-class troubleshooting, resolution, and service to Paycom's clients and client-facing departments.
- Workload Management: Manage workload through Jira Service Desk and other project management tools as required.
- Technical Ticket Review: Review technical tickets for patterns and recommend possible corrective actions to support client independence and employee development.
- Learning Resource Creation: Assist with the creation of learning resources for all levels of Paycom product knowledge.
- Product Knowledge Maintenance: Maintain expert-level product knowledge on assigned products through collaborative partnerships with Quality Assurance and Product Management departments.
- Client Feedback: Understand business objectives for client product usage and provide Product Management with client feedback to improve or adapt Paycom product offerings.
- Issue Escalation: Work with development teams to escalate actual system issues and create projects to resolve the issue.
- Education: Bachelor's degree required.
- Experience: 2+ years previous customer service experience or 2+ years supporting or troubleshooting technical issues.
- Technical Skills: Proficient in Confluence, Jira Service Desk, Zoom, PowerPoint, Word, and Microsoft Teams.
- Software Development Knowledge: Familiar with software development procedures such as the SDLC, code merge, and deployment process, and Agile practices.
- Technical Terminology: Basic understanding of technical terminology in regards to servers, databases, and APIs.
- Problem-Solving: Ability to solve simple and routine problems with direct supervision.
- Communication: Excellent verbal and written communication skills.
- Troubleshooting: Proficient in troubleshooting skills.
Paycom Online is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom Online makes employment decisions on the basis of business needs, job requirements, individual qualifications, and merit.
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