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Customer Care Representative - Technical Support

Company: Cortech
Location: Allentown
Posted on: January 15, 2022

Job Description:

Tier 1 Application Support Specialist
This is NOT a virtual role. Must have the capacity and desire to go on site when required.

We are looking for a Tier 1 Applications Support Specialist who has excellent problem-solving skills and enjoy working with customers to provide a high-quality service experience. This position will be focused on providing first tier technical resolution to clients using any one of our various HCM Technology solutions. Our team is comprised of highly experienced application support, integration and data management professionals working with state-of-the-art technologies to serve our clients.

Responsibilities:
--- Analyze support tickets directly related to various HCM platforms, providing a prompt resolution, or timely escalation of issues to a Tier 2 specialist or 3rd Party Partner Support as needed
--- Assist users with logon issues on all HCM, Payroll and Self Service Platforms
--- Maintain understanding of User Security and ensure strict procedures followed when configuring access for Client and Employee Self Service user roles
--- Maintain basic understanding of system functionality for all HCM Modules such as Payroll, Time & Attendance, Benefits, HR/Workflows, Applicant Tracking, etc to provide application support to both internal and external customers
--- Maintain knowledge on system reports to provide answers to basic reporting questions (such as data questions, filter/sort options, and "Which report do I use to see---" type questions)
--- Providing guidance to client users managing their employee self service portal
--- Other Support functions as required by the business

Education and Experience:
--- Required: Associate's Degree or equivalent relevant work experience
--- Demonstrated experience in a technical support type role
--- Intermediate to Advanced knowledge of Microsoft Office products, especially Excel
--- Prior experience with iSolved, Kronos/SaaSHR, Paycom, Quickbooks, Paylocity, Paycor, UltiPro or similar systems is a plus

Keywords: Cortech, Allentown , Customer Care Representative - Technical Support, IT / Software / Systems , Allentown, Pennsylvania

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