isolved Network Support Representative Time

isolved HCM is a leading human capital management SaaS technology company delivering key workforce functions within ne robust easy-to-use platform.  isolved HCM helps customers manage all their mission critical people functions including payroll, HR, time & attendance, benefits, hire and onboarding from a single application.  The isolved HCM platform is a proven winner evidenced by its rapid adoption in the SMB market with more than 145,000 customers and growing user base of 5 million.  For more information visit www.isolvedhcm.com

Job Overview: isolved Netowrk Technical Support Representatives are responsible for working closely with the Technical Support teams of our Network Certified 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 time and attendance and payroll 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 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.
• Adheres to company and departmental policies.
• Some travel (less than 10%) may be required.

Minimum Qualifications

• At least three (3) years in a technical support role with client facing responsibilities.

• A strong product, service and technical background with experience in supporting web-based time and attendance or payroll systems.
• Demonstrated functional business process knowledge related to time and attendance services.
• Functional knowledge of basic TCP/IP networking standards.

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.
• Familiarity with providing cross-platform setup, troubleshooting, and support services.

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

isolved offers competitive wages with a comprehensive benefits package. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk, drive, fly and hear.  The employee is required to use hands.  Specific vision abilities required by this job include close vision for written work and PC use. The noise level is usually fairly quiet.

DISCLAIMER:           

The lists under Essential Functions and Additional Responsibilities are not exhaustive, but are merely the most accurate lists for the current job.  Management reserves the right to revise the job description and to require that other tasks be performed when the circumstances of the job change.

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