Technical Support Specialist: Complex Issues Solver

Paycom - ATS; Illinois; 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 in Sullivan, IL is seeking a TAC Analyst to provide expert technical support and troubleshoot complex product issues, serving as the primary liaison between customers and internal teams.

Responsibilities include responding to inquiries via phone, email, tickets and chat; diagnosing issues; using remote tools; creating documentation; and maintaining ticket notes. This is a full-time, 40-hour week with daytime shifts.

Qualifications

• Degree in Computer Science or related field, or equivalent experience.
• 2+ years of technical support or customer service experience.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication abilities.
• Ability to explain complex technical concepts to non-technical audiences.

Responsibilities

• Respond to technical inquiries via phone, email, tickets and chat, providing timely and accurate solutions.
• Diagnose and resolve complex technical issues with products, systems, or services.
• Utilize diagnostic tools and remote access software to identify and fix problems.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Track and manage customer service tickets through completion with proper follow-up.

Skills

Technical support

Customer service

Communication

Analytical thinking

Problem solving

Education

CS degree or related field

Tools

Remote diagnostic tools

Job description

Paycom - ATS in Sullivan, IL is seeking a TAC Analyst to provide expert technical support and troubleshoot complex product issues, serving as the primary liaison between customers and internal teams.

Responsibilities include responding to inquiries via phone, email, tickets and chat; diagnosing issues; using remote tools; creating documentation; and maintaining ticket notes. This is a full-time, 40-hour week with daytime shifts.