Product Support Specialist

Are you someone with strong customer support experience with the desire to work from home while also traveling locally? As a product support specialist you’ll assist existing clients as a subject matter expert on our Time & Labor platform as well as managing the implementation cycle for on-boarding new clients.

Job Profile:

• Provide dedicated customer service of the Time and Attendance products to the existing client base.
• Manage implementation project plans for new clients including on-site and remote installs, configuration, and customer training.
• Act as the primary contact for the client during the implementation process and discusses the implementation plan and timeline.

• Ensure ongoing client satisfaction and the highest client retention levels by participating in proactive client calls and other retention oriented programs.

• Manage technical support on multiple accounts while delivering exceptional customer service.
• Provide on-site software demonstrations to potential clients.
• Identify and document any potential improvements in the client life cycle such as training, documentation and system enhancements in order to increase customer satisfaction.
• Participate in special projects and company initiatives as requested.

Job Requirements:

• This is a work-from-home position. A quiet, private work space with broadband internet connection is required.
• Ability to occasionally travel onsite to client locations within New England would be helpful but not required.

Minimum Qualifications:

• Strong technical aptitude and capabilities.
• Passion for delivering exceptional customer service and problem solving skills.
• Strong attention to detail and time management skills, including the ability to manage multiple projects at one time.
• Excellent written and verbal communication skills.
• Strong organizational and follow through skills.

Preferred Qualifications:

• Software implementation experience, preferably in a SaaS environment.
• Strong Excel skills.
• College Degree in Information Systems or Business Administration. In lieu of degree, 2+ years of relevant work experience
• Strong Time & Attendance, Payroll and/or HRIS process knowledge

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k) matching
• Employee assistance program
• Health insurance
• Paid time off

Application Question(s):

• Do yo have experience supporting or implementing HR, Payroll or Time & Attendance software solutions? If Yes, please provide details.

Education:

• High school or equivalent (Required)

Work Location: Remote