Tier 2 Support Specialist

isolved; Charlotte (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading HCM technology provider in Charlotte, NC is seeking a Project Support Specialist to enhance customer satisfaction by managing projects related to HCM products. The ideal candidate will have 3-6 years in a related role, with strong project management skills and a focus on customer service. You'll collaborate across teams, lead client meetings, and troubleshoot various issues. This role supports independent and collaborative work in a dynamic environment, promoting an exceptional employee experience.

Qualifications

• 3-6 years of experience in a related role.
• 2-4 years in Customer Service/Support.
• Proven success in project management and customer-facing roles.

Responsibilities

• Manage and fulfill project-related requests within the isolved HCM system.
• Respond to assigned cases within defined SLAs.
• Identify upsell opportunities and collaborate across teams.

Skills

Project management

Customer Service

Communication skills

Problem-solving

Tools

isolved People Cloud

Job description

Overview

• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

About The Role

Are you passionate about delivering exceptional customer experiences and driving project success? As a Project Support Specialist, you\'ll play a key role in ensuring client satisfaction by managing and executing projects for isolved HCM ancillary products—involving Benefits, HR, Payroll, Talent Management, and Time solutions.

You\'ll act as a trusted resource and project owner, solving complex challenges and helping clients maximize the value of our solutions. This role offers the opportunity to work independently and collaboratively in a dynamic, customer-focused environment.

What You\'ll Do

• Manage and fulfill project-related requests within the isolved HCM system.
• Respond to assigned cases within defined SLAs and maintain detailed case notes.
• Maintain project lists and meet customer deadlines with precision.
• Identify upsell opportunities such as optimization services and additional features.
• Collaborate across teams to deliver a seamless customer experience.
• Schedule and lead client meetings to assist with inquiries or system setup.
• Troubleshoot configuration, user access, and connectivity issues.
• Adapt to multiple communication channels (phone, tickets, chat, email).
• Apply critical thinking to solve complex problems and contradictory information.
• Promote team engagement and recognize peers through our Share & Perform platform.
• Embrace continuous learning and lead with our Support Core Values in every interaction.

Preferred Qualifications

• 3-6 years of experience in a related role
• 2-4 years in Customer Service/Support
• Proficiency in isolved People Cloud or similar HCM systems
• Proven success in project management and customer-facing roles
• Strong presentation, written communication, and interpersonal skills

About Isolved

isolved is an employee experience leader, providing intuitive, people-first Human Capital Management technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.