Technical Assistance Center Analyst I
Company: Paycom Payroll Llc
Location: Oklahoma City
Posted on: May 4, 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.
Scroll down the page to see all associated job requirements, and
any responsibilities successful candidates can expect.
RESPONSIBILITIES
Address 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
support
Meet SLAs of ticket response time and resolution time
Identify and classify ticket resolution reasons
Be the subject matter expert on assigned Paycom software products
and provide world class troubleshooting, resolution and service to
Paycom's clients and client-facing departments
Manage workload through Jira Service Desk and other project
management tools as required
Review 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 development
Assist 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 practices
Maintain expert-level product knowledge on assigned products
through collaborative partnerships with Quality Assurance and
Product Management departments
Understand business objectives for client product usage and provide
Product Management with client feedback to improve or adapt Paycom
product offerings
Work with development team to escalate actual system issues and
create projects to resolve the issue
Education/Certification:
Bachelor's degree required.
Experience Required:
2+ years previous customer service experience or 2+ years
supporting or troubleshooting technical issues
Proficient 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 practices
Basic understanding of technical terminology in regards to servers,
databases, APIs
Ability to solve simple and routine problems with direct
supervision.
Excellent verbal and written communication skills
Proficient in troubleshooting skills
Paycom 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:
Keywords: Paycom Payroll Llc, Oklahoma City , Technical Assistance Center Analyst I, Professions , Oklahoma City, Oklahoma
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