Technical and Software Support Specialist
$70,000–$80,000 year
On-sitePennsylvania, United States
Job Summary
Respond to support tickets and phone inquiries for ProSoft clients, diagnosing software issues, bugs, and user connection problems. Manage hosted Active Directory, Rublon MFA, password self-service portals, and RDP connections while prioritizing requests to minimize downtime. Escalate technical issues to development with clear supporting details and provide written instructions via Team Support when calls aren't required. Apply AI to research and resolve issues, then create training videos and update user guides. Requires a Bachelor's degree in human resource management, accounting, or business, plus knowledge of AP and payroll processes. Salary is $70,000 - $80,000 USD per year.
Required Qualifications
- Bachelor's degree in human resource management, accounting, business, or equivalent related work experience
- Some knowledge of AP and payroll processes
- human resource management workflows
- Excellent interpersonal, customer service and written and oral communication skills
- Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone
- Strong work ethic and self-starter, ability to work independently and as a team player
- Strong analytical, troubleshooting, and problem-solving abilities
- Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment
- Positive, professional, and solutions-oriented approach
- Action Oriented
- Approachability
- Customer Focus
- Communicative
- Strong Listening Skills
- Patience
- Peer Relationships/Team Player
- Technical Oriented and Adaptability
- Talking to customers to help resolve issues and walk them through procedures
- When a phone call is not required, provides steps and written instructions through Team Support
- Basic knowledge of Microsoft Outlook, Teams, Word and Excel
Desired Qualifications
- Prior knowledge of ProSoft
- General experience in accounts payable, HR/payroll systems support
- Some basic accounting knowledge
- Creating training videos
- Updating User Guides
- Accounting knowledge will set a candidate apart
- Use AI to research and resolve issues as well as suggest where AI can help improve current support workflows
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