Customer Support Team Lead

Job Overview: HCM Customer Support Team Lead is responsible for assisting the HCM Customer Support Team Manager in maintaining the daily activities, ensuring efficient processes and provide leadership to a team of Customer Support Representatives.

Duties and Responsibilities:

• Will act as first line of contact assisting Customer Support Representatives to resolve daily issues
• Assist in researching discrepancies, reporting between systems, completing adjustments, and resolves inaccuracies
• Assist in managing escalated issues; while keeping the manager informed throughout entire process
• Build strong customer relationships
• Adheres to company and departmental policies.
• Will act as a mentor to Customer Support Representatives
• Will run the dashboard for non-assigned clients
• Monitor phone queue and email boxes
• Other projects as required

Minimum Qualifications

• At least 3-5 years in a Human Resources and/or Payroll role with customer facing responsibilities preferred
• 1 years of experience in people leadership
• Demonstrated strong technical aptitude and capabilities
• Excellent written and verbal communication skills, including fluency in English
• Demonstrated success in a role requiring strong attention to details, teamwork, and initiative
• Demonstrated passion for delivering an outstanding customer experience
• Must have passed Senior Level iSolved University certification.
• A strong product, service and technical background is required and experience in supporting HCM solutions including Payroll, Time & Attendance, Benefits, GL preferred.
• Industry experience

Preferred Qualifications:

• Software experience, preferably in a SaaS environment.
• Two-year degree or equivalent education and business experience

The selected candidate will be subject to a background and credit check and drug screen upon offer of employment.

Current Openings for Customer Support Team Lead Jobs at isolved

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