Product Support Specialist

Summary/objective

As a Product Support Specialist I, you will play a critical role in ensuring the satisfaction and success of customers by providing top-notch support for isolved HCM ancillary products including Benefits, HR, Payroll, Talent Management and Time solutions. You will serve as a first point of contact for questions regarding product functionality and for troubleshooting errors. You will work independently and within a team environment to provide top-quality expertise and customer service to our clients. Advancement to next level in title is based on several factors, including business need. Core Job Duties

• Accountable for answering customer phone calls as outlined within individual and team goals.

• Follow-up and respond on assigned cases within SLAs outlined by the department or organization.

• Provide detailed case notes after each customer interaction.

• Maintain acceptable levels of call and case evaluations scores.

• Schedule meetings with clients to assist with their inquiries or system setup.

• Identify opportunities for customers to better leverage our service offerings.

• Collaborate and engage with team members within designated channels.

• Utilize time management skills and prioritize projects without leaving the customer at risk.

• Maintain a positive attitude under challenging circumstances.

• Adapt to multiple channels of customer inquiries (phone, tickets, chats, email).

• Process complex and sometimes contradictory information to effectively solve problems.

• Troubleshoot isolved configuration and product-related issues.

• Troubleshoot user system access issues and/or isolved equipment connectivity issues.

• Understand where to find and direct customers to help documentation.

• Recognize and nominate peers within our Share & Perform engagement platform.

• Lead with Support Core Values in every interaction.

• Have fun!

• Other duties as assigned.

Job Complexity

As a highly skilled specialist, contributes to the development of concepts and techniques. Completes complex tasks in creative and effective ways.

Interaction

Consistently works on complex assignments requiring independent action and a high degree of initiative to resolve issues. Makes recommendations for new procedures.

Supervision

Acts independently to determine methods and procedures on new assignments. Exercises initiative and judgement in completing recurring assignments. Often acts as a facilitator and team leader.

Experience

Typically requires a minimum of 6+ years of related experience.

Minimum Qualifications

Typically requires a minimum of 1-2 years' experience in Customer Service/Support or demonstrated proficiency in at least one (1) isolved People Cloud and/or HCM related experience. Or equivalent combination of experience and education.

Additional Preferred Qualifications

• Bachelor's Degree

• Proven track record of working in customer facing role.

• Excellent presentation and written communication and interpersonal skills.

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift at least 15 pounds.

Travel Required

Yes, up to 15% domestic travel may be required.

Work Authorization

Employee must be legally authorized to work in the United States.

FLSA Classification

Non-Exempt

Location

Any

Internal Job Title

Product Support Specialist

Effective Date

08/13/2024

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (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. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. 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.

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. 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.

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