TAC Analyst

Paycom - ATS; Sullivan (IL); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Life insurance

Vision insurance

Job summary

Paycom - ATS seeks a TAC Analyst to provide expert technical support, troubleshoot complex product issues, and maintain high customer satisfaction. You will communicate with customers via phone, email, tickets, and chat, acting as the technical liaison between clients and internal teams.

Responsibilities include diagnosing problems, documenting findings, and escalating when necessary, while ensuring timely, clear, and precise communication.

Qualifications

• 1+ years in technical support, customer service, or related field.
• Strong analytical and problem-solving skills.
• Ability to explain complex technical concepts to non-technical audiences.
• Excellent written and verbal communication abilities.
• Professional phone and email etiquette.

Responsibilities

• Respond to technical inquiries via phone, email, tickets and chat.
• Diagnose and resolve complex technical issues with products and services.
• Create and maintain technical documentation and guides.
• Escalate issues to engineering when needed.
• Track and manage tickets through to completion with follow-up.

Skills

Analytical thinking

Problem-solving

Verbal communication

Written communication

Customer service orientation

Empathy under pressure

Multi-tasking

Cross-functional collaboration

Education

Degree in Computer Science or related technical field

Tools

Remote access software

Diagnostic tools

Job description

Job SummaryThe TAC Analyst provides expert technical support and troubleshooting assistance to customers, resolving complex product issues and ensuring optimal customer satisfaction. This role serves as the primary technical liaison between customers and internal teams, delivering solutions for product and service related inquiries and technical challenges.Key ResponsibilitiesRespond to technical inquiries via phone, email, tickets and chat, providing timely and accurate solutions to customer problemsMaintain high customer satisfaction scores and response time standardsDiagnose and resolve complex technical issues with products, systems, or services using systematic problem-solving approachesUtilize diagnostic tools and remote access software to identify and fix technical problemsCreate and maintain technical documentation, knowledge base articles, and troubleshooting guidesContribute to continuous improvement of support processesIdentify when issues require escalation to engineering teams or senior specialistsTrack and manage customer service tickets through completion, ensuring proper follow-upMaintain detailed notes of customer interactions and technical solutionsScheduleFull-time position, 40 hours per week with overtime opportunitiesShift Schedule Available: Monday to Friday: 8am - 5pmCompensation & Benefits$18.00 - $20.00 per hour401(k) matchingDental insuranceHealth insuranceLife insuranceVision insuranceEducation & ExperienceDegree in Computer Science or related technical field, OR equivalent experience1+ years of experience in technical support, customer service, or related fieldStrong analytical and problem-solving skillsBasic understanding of relevant technologiesExcellent written and verbal communication abilitiesAbility to explain complex technical concepts to non-technical audiencesProfessional phone and email etiquettePreferred QualificationsIndustry certifications relevant to the company's products/servicesExperience with remote diagnostic tools and softwarePrevious customer-facing role experience in a technical environmentExperience with data analysis and reporting toolsEssential Skills & CompetenciesTechnical aptitude and ability to learn new technologies quicklySystematic approach to problem-solving and troubleshootingCustomer service orientation with patience and empathyStrong interpersonal skills for cross-functional collaborationAbility to remain calm under pressure and handle difficult situationsAbility to work independently and prioritize multiple tasks