Technical Support Specialist - Guadalajara, Mexico

Paylocity; Región Centro; Presencial; MXN 334.800 - 502.200; Jornada completa

Descripción de la vacante

A cloud-based HR solutions provider in Jalisco is looking for a Technical Support Specialist I. This role involves providing excellent support for applications, monitoring cases, and resolving technical issues. The ideal candidate will have at least 3 years of experience in customer service, possess strong communication skills, and be proficient in SQL and Excel. This position requires the ability to analyze data and handle various technical inquiries effectively.

Formación

• Minimum 3 years’ experience in a customer service or help desk/software support role.
• Must demonstrate business-level English proficiency, both written and spoken.
• Ability to analyze data for high-level problem resolution.

Responsabilidades

• Monitor and prioritize cases from end users experiencing problems.
• Track and maintain interactions through the entire lifecycle.
• Identify, diagnose, and resolve technical issues and incidents.

Conocimientos

Excellent communication

Intermediate Excel

Technical aptitude

Data analysis

Educación

Associates/Bachelor's Degree in Computer Science or related field

Herramientas

SQL

Microsoft Excel

Descripción del empleo

Overview

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

Position Overview

The Technical Support Specialist I oversees providing excellent support efforts for Paylocity’s suite of applications. This often entails working cross‑functionally with other teams in the organization. You will learn multiple software products and fully support any questions or issues that may arise. The TSS will be focused on service request completion, incident detection, reporting, and resolution, and excellent customer service. The ideal candidate is a great communicator and can translate technical knowledge into actionable direction. Basic computer skills are necessary, as the TSS will use diagnostic tools, data entry applications, office products, and SQL to assist with resolution.

Primary Responsibilities

• Monitor and prioritize cases in a timely manner from an end user experiencing problems with software and other computer‑related technologies
• Supports technical issues by remote desktop management tools
• Track and maintain interactions through the entire lifecycle
• Learn and become an expert on application features, configuration, and supported third‑party software
• Identify, diagnose, and resolve technical issues and critical incidents through research and analysis
• Assist end users on the modification of items that may include time off accruals, time and attendance, tax adjustments, and/or security requests to ensure complete resolution

Core Responsibilities

• Follow up and communication are key factors for a successful TSS
• Intermediate Excel with success in maintaining and organizing data. Skilled in VLOOKUP/XLOOKUP formula development, Pivot Table generation, and Pivot reporting
• Research and test functionality is required for troubleshooting
• Assist with documentation where applicable
• Open availability for shifts dependent on business needs
• Work through high‑level analytical problems for best resolution
• Possess a positive demeanor to work with individuals with minimal technological aptitude. Able to translate technical knowledge into actionable solutions. A few of the most common solutions include providing guidance to correct product setups and creating SQL scripts or running correction payrolls in order to fix data
• Ability to search multiple knowledgebases that use support developed articles or prior troubleshooting cases as examples using Boolean, Keyword and Wildcard searches

Education and Experience

• Minimum 3 years’ experience in a customer service or help desk/software support role
• Associates/Bachelors Degree in Computer Science, Mathematics or related field or equivalent years or work experience
• Must demonstrate business‑level English proficiency, both written and spoken, to collaborate effectively with English speaking global teams.
• Intermediate MS Office skills, especially with Excel, specifically being able to import data and use pivot tables, and VLOOKUP/XLOOKUP
• Strong oral and written communication
• Ability to analyze data for high‑level problem resolution
• Technical aptitude to learn database tools, such as SQL, or other software or internal developed tools
• Desire for continued learning
• Must have strong mathematical skills for report calculations, accruals, etc.
• Experience with Lean Six Sigma a plus

Equal Opportunity Statement

Paylocity is an equal‑opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better. We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio‑economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers. We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact [e-mail]. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed. Your personal data will be processed for recruitment purposes in accordance with our Notice of Privacy Practices for Mexico Job Applicants and applicable Mexican data protection laws.