Job Description

PrismHR creates exceptional software and services, empowering human resource outsourcing service providers such as Professional Employer Organizations (PEOs) and Administrative Service Organizations (ASOs) to deliver world-class HR, Benefits and Payroll services to small and medium-sized businesses.PrismHR is bringing a time and attendance product - PrismHR Workforce Management -- to market. This roles primary responsibilities are to assist our client users with questions and issues pertaining to this new product, which includes both hardware (timeclocks) and software (mobile and web apps). This includes troubleshooting and resolving support requests, replicating scenarios for senior support analysts or developers to address, and in-house testing of new software features.Key Responsibilities:

• Gather information from the client and determine the issue by evaluating and analyzing the symptoms
• Work directly with Tier 3 software and hardware support teams
• Identify and escalate application defects and priority issues
• Interact with clients by phone and email to diagnose and troubleshoot issues, provide status updates, and provide resolutions to reported issues
• Offer alternative "work-around" solutions where appropriate to prevent disruption in client activities
• Follow-up and make calls to customers when necessary
• Maintain client trust by safeguarding confidential information
• Develop and sustain productive customer relationships
• Stay current with system capabilities, including bug fixes and new functionality
• Assist the QA Department in product testing, as needed
• Contribute to written documentation (Knowledge Base)
• Provide occasional training for internal employees and externally for clients

Requirements:

• Ability to communicate and present information effectively, both on the phone and in writing, with technical as well as non-technical audiences
• Knowledge of US payroll concepts and familiarity with time and attendance (workforce management) systems
• Excellent listening, problem solving, and troubleshooting skills
• Strong technical inclination, and a desire to learn continuously
• Agility, sense of urgency, and the ability to maintain focus in a fast-paced environment
• Ability to handle tense and confrontational situations, using appropriate interpersonal styles and methods to reduce tension or conflict while instilling confidence.
• Ability to learn and work independently with exceptional attention to detail
• Willingness to collaborate in one-on-one and group settings
• Bachelors degree or an equivalent combination of training and experience

Preferred Skills and Experience:

• 1-3 years experience in a customer support / contact center position
• Knowledge of basic computer networking concepts
• Experience with PrismHR or other PEO or ASO software

PrismHR is a fast-paced SaaS company which provides customers with a cloud-based payroll process software application. PrismHR also provides professional services including system implementation consulting, custom configurations, and training. Lastly, via the Companys Marketplace platform customers and end users access other human resources and employee benefits applications from PrismHRs Marketplace Partners.Diversity, Equity and Inclusion Program/Affirmative Action Plan:
We have transformed our company into an inclusive environment where individuals are valued for their talents and empowered to reach their fullest potential. At PrismHR, we strive to continually lead with our values and beliefs that enable our employees to develop their potential, bring their full self to work, and engage in a world of inclusion.Ensuring an inclusive environment for our employees is an integral part of the PrismHR culture. We aren\'t just checking a box, we are truly committed to creating a workplace that celebrates the diversity of our employees and fosters a sense of belonging for everyone. This is essential to our success. We are dedicated to building a diverse, inclusive, and authentic workplace, so if youre excited about our roles but your past experience doesnt align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for these open roles or other open roles. We particularly encourage applicants from traditionally under-represented groups as we seek to increase the diversity of our workforce and provide fair opportunities for all.As a proud Equal Opportunity and Affirmative Action Employer, PrismHR encourages talent from all backgrounds to join our team. Employment decisions are based on an individuals qualifications as they relate to the job under consideration. The Companys policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.Privacy Policy: For information about how we collect and use your personal information, please see our privacy statement available at https://www.prismhr.com/about/privacy-policy.PrismHR provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at PrismHR: taglobal@prismhr.com. Please indicate in the subject line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.#LI-ML1Powered by JazzHR

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