Overview
This full-time Technical Operations Support Specialist I role involves providing high-quality technical support for a suite of cloud-based HR and payroll software applications, with a focus on General Ledger functionality. The position supports both clients and internal teams by troubleshooting complex issues and delivering clear, actionable guidance.
This is a fully remote position based in the U.S., requiring availability five days per week during designated work hours. Work arrangements may be subject to change based on business needs and individual performance.
Responsibilities
- Troubleshoot software and hardware issues using remote tools.
- Serve as the first point of contact for client and internal inquiries via cases, emails, and calls, ensuring timely follow-up and resolution.
- Support clients with modifications related to Time off Accruals, Time and Attendance, Tax Items, ACA, General Ledger, Reporting, Custom Calculations, and security requests.
- Document all interactions throughout the issue lifecycle and identify recurring issues or trends.
- Collaborate with internal teams to resolve complex problems and improve software performance.
- Share knowledge and support team learning across the organization.
- Utilize Excel functions such as VLOOKUP and Pivot Tables to manage and analyze data.
- Communicate technical information clearly to both technical and non-technical users.
- Represent the team in client interactions, events, and meetings.
- Manage multiple communication and tracking systems effectively.
- Remain flexible to business needs, including varying shifts and project support.
- Continuously build expertise in applications to ensure quality and performance standards are met.
Requirements
- Minimum 3 years of experience in a customer service role; help desk or technical support experience preferred.
- Intermediate proficiency in Microsoft Office, especially Excel (importing data, pivot tables, VLOOKUP).
- Strong oral and written communication skills.
- Experience with PC hardware/software installation, maintenance, and end-user training.
- Ability and desire to learn new software and technologies.
- Analytical skills for high-level problem resolution.
- Technical aptitude to learn database tools such as SQL or other internal tools.
- Strong mathematical skills for report calculations, accruals, General Ledger, etc.
- Prior experience with payroll concepts is required.
Preferred Qualifications
- Experience with Lean Six Sigma methodologies.
- Familiarity with journal entries and Accounts Payable.
- Understanding of cost and labor allocations.
- Basic knowledge of SQL.
- Experience with General Ledger concepts, accounting, and reconciling journal entries.
Compensation & Benefits
- Base salary range: $44,000 - $64,000 per year, depending on knowledge, skills, and experience.
- Comprehensive benefits package including medical, dental, vision, life insurance, disability coverage, and 401(k) match.
- Additional perks supporting employees and their families.
Location
- Fully remote within the United States.
- Must be available five days per week during designated work hours.
- Work arrangement subject to change based on business needs and individual performance.