Support Specialist I

Cincinnati, OH

Job Summary

The Support Specialist I investigate and solve technical issues for external users of Paycor proprietary applications at their locations by employing a high degree of customer service, technical expertise, and timeliness. The position is responsible for immediately correcting the issue by providing 1 st level assistance through remote connection to the client’s system, verbal communication via phone, and if unable to resolve, through escalation to a senior IT level within a timely manner.

Essential Duties and Responsibilities

Daily Job Responsibilities

Installing software (web browsers, Citrix, Timeclock Converter, etc.)

Troubleshooting web browsers

Supporting online services and applications

Logging work in an internal tracking system

Supporting clients via phone

Connecting to client user PCs remotely to troubleshoot Paycor applications

Demonstrating regular attendance

Communication and Trend Analysis

Improving reporting of technical issues

Working directly with end users’ knowledge of supported systems to reduce work volume

Assisting upper management in continually improving support processes

Advising IT team and management in product development issues arising from problems identified through technical support inquiries

Communicating potential client issues throughout the support chain to ensure client issues are being addressed in a timely manner

Maintaining a working environment that is energized and consistently demonstrates the Paycor service commitment

Other duties as assigned

Requirements

The requirements are representative of the knowledge, skill, and/or ability required.

High school diploma or equivalent experience

Minimum of one (1) year of hands on SQL experience

Proficiency in Microsoft Office

Strong customer service background

Excellent verbal and written communication skills

Demonstrates strong organization and time management skills

Ability to multi-task

Takes initiative