Senior Product Support Specialist

Why Work

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

  Job Description

The isolved Senior Product Support Specialist 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

• All essential job functions of a Product Support Specialist II, plus
• Serve as a culture driver, embracing coaching and client call opportunities and living the ACT Core Values.
• Play a lead role in communicating defects and important updates on end-user experiences to stakeholders (ex. Isolved SOS, network partner portal, etc.) Requires a strong communication skillset.
• Serve as a primary training and documentation resource for Support, partners and clients in defined product lines.
• Analyze trends in support cases to identify and act on trends in case volume (ex. Create a training plan, create new SOPs or troubleshooting guides) to help make network partners and isolved stakeholder more self-sufficient.
• Take the lead role in high-priority cases and technical matters, explain system logic and other technical and advanced knowledge items to clients and network partners.
• Serve on project teams as needed (enhancement committees, SOP committee, recognition committee, etc.) as Senior Product Support Specialists are seen as cultural leaders.
• Attend defect calls regularly for your product area to help prioritize product fixes and deployment.

 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.
• Bachelor's Degree
• Proven track record of working in customer facing role.
• Excellent presentation and written communication and interpersonal skills.

About isolved

isolved is an employee experience leader, providing intuitive, people-first Human Capital Management (HCM) 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. 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.

EEO Statement

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.

Disability Accommodation

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.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

Current Openings for Senior Product Support Specialist Jobs at isolved

Job Title	Department	Location

Get Notified of New Jobs at isolved