Workforce Software Service Delivery Processing Specialist

Job Title

In this role, you will serve as WorkForce Software's front-line for solving client challenges – including issue resolution, answering questions, helping clients, training their users on WorkForce Software technology, and more. You will work with clients who have 10,000+ employees. You carry the weight of our service reputation and client satisfaction in your hands.

The nature of what you do every day will not change – your #1 goal is to help clients when they reach out. However, every day will be different because the questions you receive will vary, as will the solutions you provide each client with. There will be no shortage of new questions you receive, which will keep things interesting. But don't worry, our top-ranked training will help to set you up for success!

Responsibilities

• Work directly with customers to troubleshoot and resolve application/system issues efficiently to drive customer satisfaction
• Build relationships and trust with customers 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

Experience

• Prior technical/system support experience in a customer-facing role is highly preferred
• Experience with SQL and writing complex queries
• Strong technical and analytical aptitude, specifically in complex, enterprise software applications
• 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

Preferred Qualifications

• Bachelor's degree or equivalent experience
• Exposure to any ERP software is an advantage