Support Specialist, Workforce

Support Specialist, Workforce

The Support Specialist, Workforce is responsible for supporting R365 Payroll clients. They will work closely with the sales team, implementation managers and 3rd party partners to ensure all clients receive a delightful experience with R365 Payroll. A successful applicant will have a proven track record of great attention to detail and the ability to work simultaneously on multiple tasks and projects. The combination of technical knowhow, interpersonal communication, a strong sense of initiative and a drive to get the job done well will be critical to success.

How You'll Add Value:

- Respond to technical support tickets

- Prompt customers for information necessary to troubleshoot problem reports

- Reach out to customers by phone and / or screen share as necessary to understand problem reports

- Help customers understand R365 payroll integration functionality

- Diagnose and document software defects and escalate them to management

- Participate in live chats

- Manage personal queue of customer tickets

- Identify gaps in company self-help documentation

- Identify and share ticket trends with Implementation Team

- Conduct basic training on an as-need basis

- Other duties as assigned

What You'll Need To Be Successful In This Role:

- Previous background with Payroll and HR Systems

- High attention to detail

- Excel knowledge

- Flexible and adaptable based on the needs of the client and internal team

- Solution oriented mindset with ability to articulate under pressure

- Effective communication skills, both written and verbal, with the ability to articulate complex content with a simplified explanation

- Strong technical aptitude with experience communicating across multiple platforms

- A passion for helping people get the most out of technology

Preferred Qualifications

- Familiarity with restaurant management

- Familiarity with restaurant labor scheduling and labor management

- Understanding of basic accounting journal entry principles

- Understanding of labor accruals