Technical Operations Support Specialist I - Payroll

ZipRecruiter; Schaumburg (IL); Remote; USD 41,000 - 78,000; Full time

Job summary

A cloud-based HR solutions provider is looking for a Technical Operations Support Specialist I to provide high-quality technical support for its applications. This fully remote role requires strong customer service skills and technical aptitude. Ideal candidates will have experience in troubleshooting, data analysis, and effective communication. The position offers competitive pay and a comprehensive benefits package.

Benefits

Medical, dental, vision, and life insurance

401(k) match

Career development opportunities

Qualifications

• Strong oral and written communication skills.
• Ability to analyze data for problem resolution.
• Technical aptitude to learn database tools.

Responsibilities

• Provide technical support by troubleshooting software and hardware issues.
• Act as the first point of contact for client inquiries.
• Document all interactions and identify recurring issues.

Skills

Customer service experience

Technical support

Data analysis skills

Communication skills

Excel (Pivot Tables, VLOOKUP)

Education

3+ years in customer service or help desk role

Tools

MS Office

SQL

Job description

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.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations. Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!

This is a fully remote position, allowing you to work from home or location of record within the U.S. with no in-office requirements. You must be available five days per week during designated work hours. The work arrangement for this role is subject to change based on business needs and individual performance. This may include adjustments to on-site requirements or schedule expectations, as necessary.

Position Overview

The Technical Operations Support Specialist I is responsible for delivering high-quality technical support for Paylocity’s growing suite of applications, including modules such as HR & Payroll, General Ledger, Tax support, Integrations, Data Insights/Reporting, Custom Calculations, and Time and Labor/Hardware. This role serves as a key resource for resolving complex client issues and supporting internal departments by addressing escalated technical concerns.

The Technical Operations Support Specialist will troubleshoot a wide range of issues, including software functionality, payroll transmission, installation errors, time and labor discrepancies, payroll tax questions, network connectivity, spyware, and database-related problems. In addition, the role involves setting up and supporting standard features within web-based applications. This position requires a strong ability to communicate technical information clearly and effectively, ensuring clients and internal teams receive actionable guidance.

Primary Responsibilities

The below represents the primary duties of the position; others may be assigned as needed.

• Provide technical support by troubleshooting software and hardware issues using remote tools.
• Serve as the first point of contact for clients and/or internal inquiries via cases, emails, and calls, addressing issues related to Paylocity products and services while ensuring timely follow up and resolution.
• Support clients in the modification of items (based on the support team) that may include Time off Accruals, Time and Attendance, Tax Items, ACA, General Ledger, Reporting, Custom Calculations, and/or security requests.
• Document all interactions, through the entire life cycle, and identify recurring issues or trends.
• Collaborate with internal teams to resolve complex issues and improve software performance.
• Share knowledge and support team learning across the organization.
• Use tools like Excel (VLOOKUP, Pivot Tables) to manage and analyze data.
• Communicate clearly with both technical and non-technical users.
• Represent the team in client interactions, events, and meetings.
• Effectively switch between multiple communication and tracking systems.
• Remain flexible to business needs, including varying shifts and project support.
• Continuously build expertise in applications and help ensure quality and performance standards are met.

Education and Experience

• 3+ years’ experience in a customer service role; experience in a help desk/technical support role.
• Intermediate MS Office skills, especially with Excel, specifically being able to import data and use pivot tables, and VLOOKUP.
• Strong oral and written communication.
• PC hardware/software experience including installation, maintenance, and training end users.
• Ability to learn new software and desire to continue learning.
• 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.
• Must have strong mathematical skills for report calculations, accruals, General Ledger, etc.
• Experience with Lean Six Sigma a plus.

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, color, religion, sex, national origin, 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’ in different cultures, family, or marital status, or expression, physical and mental ability, political affiliation, or spiritual belief, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these 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 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 laws. Please do not send resumes to this email address, as they will be removed.

The pay range for this position is $41,600/yr - $77,200/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location.