Job Description

Overview: Provides first-level support in multiple products or applications while exemplifying strong proficiency in customer service. Responsibilities:
• Receives calls from internal employees and is the first-line end user single point of contact to resolve technical related issues.


• Follows documented policies and procedures for effective request/issue recording and tracking while delivering quality customer service. Keeps end users informed on request or incident status and progress


• Makes an assessment of requests/incidents, attempting to resolve them or refers them to second-line and third-party support groups based on agreed operational and service level agreements.


• Utilizes, adds to, fixes, or flags various reference manuals, knowledge base, and publications used by IT Support and other staff in order to effectively share knowledge within the organization.


• Ensures adherence to Paychex standards in order to maintain a standardization of process, service, and tools for call and incident management.


• Responsible for adhering to phone queue and click to chat staffing schedules and actions required to meet incident management service levels.


• Complies with internal and external auditing requirements, data integrity, confidentiality, and has zero exceptions to compliance to fulfill key control objectives for Sarbanes Oxley.


• Advocates on behalf of end user and business partners for process improvements to products and services.


Qualifications:
• Bachelor's Degree in Business or Computer Science - Preferred
• 1 year of experience in Customer Service or Product Support.
• Possesses strong technical aptitude.