Senior Client Service & Product Support Consultant

Responsibilities

Work closely with the Global Support Leadership Team on high profile client projects and initiatives
Assist with escalation management and case prioritization by monitoring support queues and coordinating remediation efforts
Ongoing review of dashboards and reporting to identify and advise on trends in the business
Work directly with customers to troubleshoot and resolve application/system issues efficiently to drive customer satisfaction
Build relationships and trust with customers on recurring customer meetings through open and interactive communication
Collaborate with internal stakeholders and management to reduce defects and improve overall product/system performance
Contribute to customer self-help by authoring relevant knowledge base content
Stay current on technical specifications for WorkForce Software products and Human Capital Management applications through continuous learning activities

Requirements:

Strong technical and analytical aptitude, specifically in complex, enterprise software applications
Prior technical/system support experience in a customer-facing role is highly preferred
Experience with SQL and writing complex queries
Excellent oral and written communication skills
Prior customer service experience is highly preferred
Experience with business applications, such as Word, Excel, etc.
Must work well as a team member and individually
Familiarity or experience utilizing Java, C#, C++ or 4GL programming languages
Experience or background in HR, Payroll, or Time and Attendance preferred
Must be able to join on-call rotation and cover evenings/weekends as necessary

Education: