The Technical Assistance Center Analyst is responsible for being the first point of contact for client-facing and other internal departments seeking technical assistance for Paycom software incidents on assigned products reported by the client.RESPONSIBILITIES
Address and resolve low and medium urgency technical tickets and other inquiries about product functionality and best practices from clients and internal stakeholders based on defined service level agreements; Escalate unresolved problems to higher level of support
Meet SLAs of ticket response time and resolution time
Identify and classify ticket resolution reasons
Be the subject matter expert on assigned Paycom software products and provide world class troubleshooting, resolution and service to Paycom’s clients and client-facing departments
Manage workload through Jira Service Desk and other project management tools as required
Review technical tickets for patterns and recommend possible corrective actions like process optimization, workflow standardization, software updates, knowledge articles, training resources, client communications, etc. to support client independence and employee development
Assist with the creation of learning resources for all levels of Paycom product knowledge (basic, intermediate, advanced, expert), including but not limited to troubleshooting, frequently asked questions, set up and best practices
Maintain expert-level product knowledge on assigned products through collaborative partnerships with Quality Assurance and Product Management departments
Understand business objectives for client product usage and provide Product Management with client feedback to improve or adapt Paycom product offerings
Work with development team to escalate actual system issues and create projects to resolve the issue
QualificationsEducation/Certification:External
Bachelor’s degree required.
Experience Required:
2+ years previous customer service experience or 2+ years supporting or troubleshooting technical issues
Proficient in Confluence, Jira Service Desk, Zoom, PowerPoint, Word, Microsoft Teams
Skills/Abilities:
Familiar with Software Development Procedures such as the SDLC, code merge and deployment process, and Agile practices
Basic understanding of technical terminology in regards to servers, databases, APIs
Ability to solve simple and routine problems with direct supervision.
Excellent verbal and written communication skills
Proficient in troubleshooting skills
Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department. To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information: paycom.com/careers/eeoc