Application Support Analyst, Workforce Management

PrismHR creates exceptional software and services, empowering human resource outsourcing service providers such as Professional Employer Organizations (PEOs) and Administrative Service Organizations (ASOs) to deliver world-class HR, Benefits and Payroll services to small and medium-sized businesses.

PrismHR is bringing a time and attendance product – PrismHR Workforce Management -- to market. This role’s primary responsibilities are to assist our client users with questions and issues pertaining to this new product, which includes both hardware (timeclocks) and software (mobile and web apps). This includes troubleshooting and resolving support requests, replicating scenarios for senior support analysts or developers to address, and in-house testing of new software features.

Requirements:

• Ability to communicate and present information effectively, both on the phone and in writing, with technical as well as non-technical audiences
• Knowledge of US payroll concepts and familiarity with time and attendance (workforce management) systems
• Excellent listening, problem solving, and troubleshooting skills
• Strong technical inclination, and a desire to learn continuously
• Agility, sense of urgency, and the ability to maintain focus in a fast-paced environment
• Ability to handle tense and confrontational situations, using appropriate interpersonal styles and methods to reduce tension or conflict while instilling confidence.
• Ability to learn and work independently with exceptional attention to detail
• Willingness to collaborate in one-on-one and group settings
• Bachelor’s degree or an equivalent combination of training and experience

Preferred Skills and Experience:

• 1-3 years’ experience in a customer support / contact center position
• Knowledge of basic computer networking concepts
• Experience with PrismHR or other PEO or ASO software