Customer Support Rep 2

Brief statement of the purpose of this position:
iSolved HCM provides Human Capital Management (HCM) software to its customers and the Customer Support
Representative supports the customer's utilization and optimization of the software. This individual works
closely with the customers' stakeholders to ensure the customer understands the HCM application, the services
iSolved HCM provides, and is trained to maximize the HCM solution in their environment.
Primary responsibilities of this position are:
1. Maintain close contact with assigned customers and provide excellent customer service to ensure
customer understands and maximizes the HCM solution.
2. Ensure new customers are set up correctly on the HCM software (HR, Payroll, Time & Attendance,
Benefits, GL, etc.) and assist customers with training and support to ensure customer is self-sufficient
and can independently leverage the HCM solution for payroll entry, processing, printing and all other
services, as required.
3. Ensure customers are aware of enhancements to the HCM platform and any new products and services.
4. Answer all customer questions in a timely manner.
5. Participate in customer services phone queue to assist all customers as needed when assigned CSR is
unavailable.
6. Maintain accurate customer files and communication logs.
7. Work primarily in the small queue, assigned to approximately 5-8 simple customers.
8. CSR 2 employees must have passed the Sophomore level iSolved University certification.
9. CSR 2 employees will work towards the Junior level iSolved University certification and will be required
to pass within the first six months of employment at this level.
10. Other projects as assigned.
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Education and experience:
Bachelor's degree in Business Administration or Human Resources preferred
At least 35 years in a Human Resources and/or Payroll role with customer facing responsibilities
preferred
CPP or CEBS certification desired
The position requires a detail oriented, self-starter who has experience with Microsoft Office products
The position requires strong customer service skills, organizational and communication skills and the
ability to multitask and work effectively in a fast paced environment
A strong product, service and technical background is required and experience

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