Client Support Specialist
5 days ago
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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