Partner Representative Payroll Technical Support

Job Overview: Partner Representatives are responsible for working closely with the Support teams of our Certified Network Partners, which are independent payroll service bureaus, to resolve technical or configuration issues with the Infinisource iSolved solution on behalf of their end customers. As functional experts, they will provide troubleshooting skills necessary to resolve critical iSolved functionality issues.

Duties and Responsibilities:

• Understands iSolved solution system configuration.
• Utilizes skills to troubleshoot technical or configuration issues for the Network Certified Partners.
• Addresses configuration questions that are beyond the knowledge of the Network Certified Partner.
• Partners with other Infinisource teams to ensure valid Certified Network Partner needs are addressed through a team approach.
• Creates and updates cases in NetSuite CRM system for Network Certified Partner issues.
• Contributes to the evolution and improvement of the Customer Support process by providing feedback and sharing ideas that will increase customer satisfaction, drive efficiency or enhance our technical capability.
• Simultaneously handles several open issues/questions in various stages of resolution.
• Ensuring the Partners are as successful as they can be by doing the following:
  • Technical aspects of success, such as identifying weak points and formulate a solution for the issue. May include review, contact points, gathering of information from other areas.
  • Resolution of complex issues
• Meet as a team internally to define the current needs of our Partners and how best to solve them for the Partner.
  • Our team will meet as needed to
    • Determine topics to share with the Partners
    • Identify training needs
    • Prepare for new releases
    • Create documentation/presentation material for the new releases
  • Results will allow for regular meetings with the Partners as defined by our team and Partners
• Share with Partners the details of new items within the releases.
  • Provide documentation to the Partners before the release.
  • If necessary, in detail Web-ex review of the functionality.
• Help create Best Practices with the Partner
  • Daily Processing and efficient End of Day procedures
  • Implementation and Support
• Adheres to company and departmental policies.
• Some travel (less than 10%) may be required.
• • At least three (3) years in a Payroll role with client facing responsibilities.
  • A strong product, service and technical background with experience in supporting web-based HCM systems.
  • Demonstrated functional business process knowledge related to payroll services.

  Preferred Qualifications

  • 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.
  • Problem analysis, troubleshooting and problem-solving skills.
  • Demonstrated passion for delivering an outstanding customer experience.
  • Experience working with Microsoft Office products.
  • Experience working in a CRM system.
  • Four-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.

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