Technical Assistance Center Analyst I
Company: Paycom Payroll Llc
Location: Oklahoma City
Posted on: May 7, 2024
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Job Description:
The Technical Assistance Center Analyst is responsible for being
the first point of contact for client-facing and other internal
departments seeking technical assistance for Paycom software
incidents on assigned products reported by the
client.RESPONSIBILITIESAddress and resolve low and medium urgency
technical tickets and other inquiries about product functionality
and best practices from clients and internal stakeholders based on
defined service level agreements; Escalate unresolved problems to
higher level of supportMeet SLAs of ticket response time and
resolution timeIdentify and classify ticket resolution reasonsBe
the subject matter expert on assigned Paycom software products and
provide world class troubleshooting, resolution and service to
Paycoms clients and client-facing departmentsManage workload
through Jira Service Desk and other project management tools as
requiredReview technical tickets for patterns and recommend
possible corrective actions like process optimization, workflow
standardization, software updates, knowledge articles, training
resources, client communications, etc. to support client
independence and employee developmentAssist with the creation of
learning resources for all levels of Paycom product knowledge
(basic, intermediate, advanced, expert), including but not limited
to troubleshooting, frequently asked questions, set up and best
practicesMaintain expert-level product knowledge on assigned
products through collaborative partnerships with Quality Assurance
and Product Management departmentsUnderstand business objectives
for client product usage and provide Product Management with client
feedback to improve or adapt Paycom product offeringsWork with
development team to escalate actual system issues and create
projects to resolve the issue**Education/Certification:**Bachelors
degree required.**Experience Required:**2+ years previous customer
service experience or 2+ years supporting or troubleshooting
technical issuesProficient in Confluence, Jira Service Desk, Zoom,
PowerPoint, Word, Microsoft Teams**Skills/Abilities:**Familiar with
Software Development Procedures such as the SDLC, code merge and
deployment process, and Agile practicesBasic understanding of
technical terminology in regards to servers, databases, APIsAbility
to solve simple and routine problems with direct
supervision.Excellent verbal and written communication
skillsProficient in troubleshooting skillsPaycom is an equal
opportunity employer and prohibits discrimination and harassment of
any kind. Paycom makes employment decisions on the basis of
business needs, job requirements, individual qualifications and
merit. Paycom wants to have the best available people in every job.
Therefore, Paycom does not permit its employees to harass,
discriminate or retaliate against other employees or applicants
because of race, color, religion, sex, sexual orientation, gender
identity, pregnancy, national origin, military and veteran status,
age, physical or mental disability, genetic characteristic,
reproductive health decisions, family or parental status or any
other consideration made unlawful by applicable laws. Equal
employment opportunity will be extended to all persons in all
aspects of the employer-employee relationship. This policy applies
to all terms and conditions of employment, including, but not
limited to, hiring, training, promotion, discipline, compensation
benefits, and separation of employment. The Human Resources
Department has overall responsibility for this policy and maintains
reporting and monitoring procedures. Any questions or concerns
should be referred to the Human Resources Department. ****To learn
more about Paycom's affirmative action policy, equal employment
opportunity, or to request an accommodation - Click on the link to
find more information:paycom.com/careers/eeocby Jobble
Keywords: Paycom Payroll Llc, Oklahoma City , Technical Assistance Center Analyst I, IT / Software / Systems , Oklahoma City, Oklahoma
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