Technical Support Specialist I - Custom Reports/Custom Calculations

Freddie Mac; United States; Remote; USD 41,000 - 78,000; Full time

Job summary

A leading technology company is seeking a Technical Support Specialist I to provide excellent support for their software applications. This fully remote position requires strong communication and technical skills to assist users effectively. The ideal candidate will have experience in customer service and a desire for ongoing learning, making a significant impact on user satisfaction and operational efficiency.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Match

Qualifications

• Minimum 3 years' experience in customer service or help desk/software support.
• Experience with Paylocity is preferred.

Responsibilities

• Monitor and prioritize cases and phone calls from end users.
• Diagnose and resolve technical issues and critical incidents.
• Assist end users with modifications such as time off accruals.

Skills

Communication

Data Analysis

Technical Aptitude

Education

Associates or Bachelor’s Degree in Computer Science

Tools

SQL

Excel

Job description

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, disability, 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 your 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, including potential adjustments to on-site requirements or schedule expectations.

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 focus on service request completion, incident detection, reporting, resolution, and delivering excellent customer service. The ideal candidate is a great communicator and can translate technical knowledge into actionable guidance. Basic computer skills are necessary, as the TSS will use diagnostic tools, data entry applications, office products, and SQL to assist with resolution. Minimal travel may be required for conferences and/or client visits.

Primary Responsibilities

The primary duties of the position include:

• Monitoring and prioritizing cases and phone calls from end users experiencing problems with software and related technologies
• Supporting technical issues via remote desktop management tools
• Tracking and maintaining interactions throughout the issue lifecycle
• Learning and becoming an expert on application features, configuration, and supported third-party software
• Diagnosing and resolving technical issues and critical incidents through research and analysis
• Assisting end users with modifications such as time off accruals, time and attendance, tax adjustments, and security requests, ensuring complete resolution

Core Responsibilities

Key factors for success include follow-up and communication. Other responsibilities include:

• Maintaining intermediate Excel skills, including data organization, VLOOKUP, Pivot Tables, and reporting
• Researching and testing functionalities for troubleshooting
• Assisting with documentation as needed
• Being available for shifts based on business needs
• Handling high-level analytical problems for optimal resolution
• Working with individuals with minimal technological aptitude, translating technical knowledge into solutions, such as guiding product setup or creating SQL scripts
• Searching knowledgebases using Boolean, Keyword, and Wildcard searches

Education and Experience

• Minimum 3 years' experience in customer service or help desk/software support; experience with Paylocity is preferred
• Associates or Bachelor’s Degree in Computer Science, Mathematics, or related field, or equivalent work experience
• Intermediate MS Office skills, especially Excel (importing data, pivot tables, VLOOKUP)
• Strong communication skills
• Data analysis abilities for high-level problem resolution
• Technical aptitude for learning database tools like SQL
• Desire for ongoing learning
• Strong mathematical skills for report calculations and accruals
• Experience with Lean Six Sigma is a plus

Paylocity is an equal-opportunity employer. We value diversity and inclusion, actively supporting employees' differences across various characteristics. We comply with applicable disability laws and accommodate applicants and employees with disabilities. To request accommodations, contact [e-mail]. Please do not send resumes to this email, as they will be removed.

The pay range for this position is $41,600/year to $77,200/year. Actual offers depend on skills and experience. This role offers a comprehensive benefits package, with details provided in the linked benefits overview. Compensation is aligned with market location and relevant laws.