Client Support Specialist

Client Support Specialist

Provides ongoing support to clients and end users of payroll and HR systems, resolving issues through the helpdesk and ensuring a positive client experience.

Essential duties and responsibilities include:

• Responding to client support tickets via helpdesk.
• Troubleshooting payroll, HR, and time tracking system issues.
• Escalating unresolved or complex issues as needed.
• Documenting resolutions and updating knowledge base.
• Maintaining strong client relationships and communication.

Qualifications:

• Associate or Bachelor's degree preferred.
• Experience in payroll/HRIS support or customer service.
• Strong problem-solving and troubleshooting skills.
• Excellent written and verbal communication.

Key performance indicators (KPIs) include:

• Average ticket resolution time < 1 business days.
• First-contact resolution rate > 85%.
• Client satisfaction survey > 95%.
• Number of support tickets resolved per quarter.