Responsibilities:
- Performs remote software support for clients on BPS solutions which could include, but is not limited to:
- Answering phones politely, efficiently, and directing calls to appropriate department, or the voice mail system when necessary. Continuously monitoring the general voice mailbox.
- Maintaining client information in Client Record Management system.
- Providing backup phone support for other Technical Support teams.
- Monitoring appropriate email inboxes and providing excellent email technical support.
- Modifying setup to support changes in the client’s business rules.
- Using software diagnostics tools to troubleshoot client software issues.
- Retraining clients on software.
- Providing technical support via telephone or online on any BPS product purchased by client, including custom programming as purchased and documented.
- Documents all client interaction on a per incident basis.
- Logs software issues and provides temporary known workarounds as needed.
- Works with customers to optimize their experience with BPS solutions.
- Handles business sensitive information with appropriate confidentiality.
- Tracks process to ensure that unresolved tickets are escalated to appropriate individual based on established guidelines and procedures.
- Monitors appropriate email inboxes and provides excellent email technical support.
- Works to improve customer satisfaction and increase customer reference-ability.
Qualifications:
- Bachelor’s Degree or equivalent experience is required.
- Technical support experience is preferred.
- Experience in the operation of a multi-line telephone console is preferred.
- Excellent communication skills, both verbal and written.
- Solid interpersonal skills to interface with co-workers and customers.
- Ability to manage multiple tasks to completion with minimal supervision.
- Basic understanding of various Internet browser technologies
- Knowledge of web-based software solutions
- Knowledge of Microsoft Windows and Apple operating platforms.
- Strong analytical thinking skills and process-driven work habits.
- Basic knowledge of CRM systems and usage.
- Ability to effectively communicate with technical and non-technical staff in both written and verbal format.
- Ability to work alone and collaborative, with technical personnel as needed.
- Ability to multi-task and prioritize projects in a fast-paced, deadline-driven environment.
Why Insperity?
Flexibility: Over 80% of Insperity’s jobs have flexibility. We want your time to have balance, whether it’s spent with coworkers, clients, family or your community.
Career Growth: Insperity provides many ways to grow with the company. We offer continuous learning programs, mentorship opportunities and ongoing training.
Well-Being: Our total rewards package includes generous paid time off, top-tier medical, dental and vision benefits, health & wellness support, paid volunteer hours and much more. We take care of our people so that you can do your best work.
We are seeking an Associate Technical Support Specialist position to join our company.
This position is responsible for ongoing support of all Insperity Business Performance Solutions (BPS) products to existing clients.