Technical Support Manager
1 week ago
At Paylocity, we're revolutionizing the future of technology by providing a next-generation employee experience platform. As a Manager Technical Support, you'll play a crucial role in shaping the way our customers interact with our solutions.
Responsibilities:- Maintain technical support service levels according to Paylocity standards and motivate and support technical support team.
- Ensure the client base receives the appropriate level of customer service and technical support by handling unresolved and escalated client issues with prompt and courteous service.
- Manage the day-to-day activities of the Technical Support Specialists.
- Collaborate with the other Managers cross-functionally to drive positive client experience, process improvement, and ensure consistency in all policies and procedures.
- Collaborate with internal training department to coordinate, assess and manage employees' training needs and gaps.
- Develop and implement employee motivation activities and incentives.
- Ensure appropriate staffing and management of operations employees; including interviewing, hiring and training of new employees.
- Conduct year-end performance reviews and other employee relations activities with the assistance of Human Resources.
- High school diploma or equivalent
- 3 years of leadership/management experience, including supervision, development and tracking of performance measuring within a client service center
- 3 years of experience in team development and workflow process
- Preferred: Bachelor's degree in a relevant field, experience managing people leaders, SaaS and/or HR/Payroll industry experience, Certified Payroll Professional (CPP)
Paylocity is an equal-opportunity employer. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.
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