****Accountants World by IRIS

Job Description – Payroll Technical Software Support Specialist

Description

The Technical Support Specialist's role is to ensure proper support operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help via remote desktop sessions.

Responsibilities

Strategy & Planning

· Evaluate documented resolutions and analyze trends for ways to prevent future problems.

Operational Management

· Field incoming help requests from end users via both telephone and tickets in a courteous manner.

· Exercise independent judgment and discretion to determine resolutions to resolve customer issues that materially affect the business operations of Apex’s customers.

· Duties include determining functional specifications for and designing, documenting, analyzing, creating and testing Apex’s software systems and programs.

· Perform work directly related to the general business operations of Apex’s customers.

· Document all pertinent end user identification information, including name, company, contact information, and nature of problem or issue.

· The application of systems analysis techniques and procedures, including consulting with customers, to determine hardware, software or system functional specifications.

· Build rapport and elicit problem details from customers.

· Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician or department.

· Record, track, and document the request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

· Apply diagnostic utilities and analyze software functionalities to aid in troubleshooting.

· Access help documentation, knowledge bases, and frequently asked questions resources from internal resources and via the Internet to aid in problem resolution.

· Identify and learn appropriate software and hardware used by the customers.

· Test new software products and releases including fixes to ensure problem has been adequately resolved.

· Perform post-resolution follow-ups to help requests.

· Develop and document software help files, tutorials and release notes.

· Preparing and delivering online and training to customers.

· Perform related duties consistent with the scope and intent of the position.

Work Conditions

· Additional hours may be required to ensure customer service levels are met.

Minimum Qualifications (Education, Experience, Skills)

• Bachelor’s degree preferred.
• Industry experience.
• Ability to make independent decisions on matters of significance.
• Ability to work both independently and as a team player.
• Ability to work in a fast-paced environment with deadlines and goals.
• Attention to details and time management skills.
• Excellent communication skills i.e. written/verbal Ability to read, analyze, and interpret policies, documents and regulations.
• Ability to write reports and business correspondence.
• Ability to effectively establish rapport, present information and respond to questions from managers, clients, customers and the public.
• Skill and ability to meet people, listen, and communicate effectively.
• Ability to calculate figures and amounts such as discounts, interest, commissions, pro-rata, percentages, and volume. Ability to apply concepts of basic accounting.
• Ability to solve practical problems and deal with a variety of concrete variables.
• Ability to interpret a variety of instructions furnished in written, oral or schedule form.
• Knowledge of computer skills.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.

The noise level in the work environment is usually moderate. Travel is minimal with most contact with customers by phone and email correspondence.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.