Posted: Tuesday, May 2, 2017 1:27 AM
DescriptionActs as technical resource and second-level support for clients and department staff so that advanced technical support issues are resolved in a timely and effective manner. The Online Services department is responsible for setup and support of clients using the Online Services product suite which may include Time and Labor Online, Time in a Box, Time and Attendance Online, Paychex HR Online, Employee Access Online and Online W2.Resolves client and internal technical issues affecting or related to Online Services suite of products to restore proper operation and performance of Online Services applications for clients.Acts as advanced application expert on Online Services products and systems; creates complex data exports, reports, and benefit plans to ensure timely and effective delivery in response to client requestsRepresents Online Services department on application releases and during pre-release and post-release software testing to minimize software defects and maintain proper application performance.Conducts web-based software diagnosis, troubleshooting, resolution, and installation with clients to resolve advanced technical issues and restore proper function of Online Services applications.Acts as liaison between Online Services department and Paychex IT organization (third-level support) to facilitate cross-functional resolution of client issues.Represents Online Services department as a subject matter expert on products and cross-functional initiatives to ensure that client interests and needs are represented in projects and Online Services initiatives.Supports Sales Representatives in pre-sales efforts by assisting with presentations or answering technical questions to ensure a good match of client needs and Online Services product capabilities.Maintains knowledge of system and software changes related to Online Services products as well as developments in the IT industry to ensure efficient and effective client support.Contributes to client and staff training efforts as a subject matter expert to ensure consistently up-to-date and relevant training content.Executes and coordinates assigned internal department-level projects as assigned by manager in order to facilitate product and operational improvements.RequirementsHigh school diploma.A minimum of 4 years related experience in a technical environment required.Experience with technical troubleshooting and support is required. Online Services experience and technical certifications (A+, Cisco, etc.) are preferred.
• Location: Rochester
• Post ID: 24822118 rochester