Job Description

About Us: Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential. Overview: Provides first-level support in multiple products or applications while exemplifying strong proficiency in customer service. Responsibilities: * Receives calls from internal employees and is the first-line end user single point of contact to resolve technical related issues.

• Follows documented policies and procedures for effective request/issue recording and tracking while delivering quality customer service. Keeps end users informed on request or incident status and progress
• Makes an assessment of requests/incidents, attempting to resolve them or refers them to second-line and third-party support groups based on agreed operational and service level agreements.
• Utilizes, adds to, fixes, or flags various reference manuals, knowledge base, and publications used by IT Support and other staff in order to effectively share knowledge within the organization.
• Ensures adherence to Paychex standards in order to maintain a standardization of process, service, and tools for call and incident management.
• Responsible for adhering to phone queue and click to chat staffing schedules and actions required to meet incident management service levels.
• Complies with internal and external auditing requirements, data integrity, confidentiality, and has zero exceptions to compliance to fulfill key control objectives for Sarbanes Oxley.
• Advocates on behalf of end user and business partners for process improvements to products and services.

Qualifications:

• Bachelor's Degree in Business or Computer Science - Preferred
• 1 year of experience in Customer Service or Product Support.

Live the Paychex Values: * Act with uncompromising integrity.

• Provide outstanding service and build trusted relationships.
• Drive innovation in our products and services and continually improve our processes.
• Work in partnership and support each other.
• Be personally accountable and deliver on commitments.
• Treat each other with respect and dignity.

Not sure if you meet every requirement?: At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.
Paychex is an equal opportunity employer that fosters a workplace culture of Diversity, Equity, & Inclusion. Our valued employees and commitment to DEI are the essence of our internal and external success.

Skills Required