Client Support Specialist

5 days ago


Memphis, TN, United States Segue HR Full time
Description

Position Summary

Provides ongoing support to clients and end users of payroll and HR systems, resolving issues through the helpdesk and ensuring a positive client experience.
Essential Duties & Responsibilities

• Respond to client support tickets via helpdesk.

• Troubleshoot payroll, HR, and time tracking system issues.

• Escalate unresolved or complex issues as needed.

• Document resolutions and update knowledge base.

• Maintain strong client relationships and communication.
Qualifications

• Associate or Bachelor's degree preferred.

• Experience in payroll/HRIS support or customer service.

• Strong problem-solving and troubleshooting skills.

• Excellent written and verbal communication.
Key Performance Indicators (KPIs)

• Average ticket resolution time < 1 business days.

• First-contact resolution rate > 85%.

• Client satisfaction survey > 95%.

• Number of support tickets resolved per quarter.

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