Application Support Analyst (Technical Support)

Vensure Employer Services - Chandler, AZ

Full-time - Entry Level

Chandler, AZ

Professional, Scientific, and Technical Services

About the position

The Application Support Analyst plays a crucial role in assisting client users with software-related inquiries and issues. This position involves troubleshooting, resolving support requests, and providing training to clients on system components. The analyst will also collaborate with developers and the QA department to ensure software quality and functionality.

Responsibilities

• Gather information from the client and determine the issue by evaluating and analyzing the symptoms
• Identify and escalate application defects and priority issues
• Interact with clients to provide information in response to inquiries, concerns, and requests about products and services and provide resolutions to reported issues
• Offer alternative solutions where appropriate to prevent disruption in client activities
• Follow up and make calls to customers when necessary
• Maintain client confidence and protect operations by keeping client and client’s employee information confidential
• Make customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
• Stay current with system information, changes/updates and new releases
• Assist the QA department in product testing
• Contribute to written documentation (Knowledge Base)
• Provide occasional training for internal employees and externally for clients

Requirements

• Experience with PrismHR, HRPyramid or other PEO or ASO software preferred
• Ability to communicate and present information effectively with both technical and non-technical audiences
• Strong knowledge of HRIS systems including payroll, benefits, and human resources
• Knowledge of payroll and payroll accounting operations
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
• Bachelor’s degree or an equivalent combination of training and experience
• 1-3 years experience in a customer support position desired, but not required
• Experience with Vertex, Mastertax, Quickbooks, Peachtree or Great Plains a plus (not required)
• Experience setting up and maintaining Client Accounting in PrismHR and a general understanding of Financial Accounting
• American Payroll Association certification a plus
• Excellent problem solving and troubleshooting skills
• Excellent listening skills
• Excellent phone and people skills
• Ability to work independently with exceptional attention to detail
• Experience with Microsoft Office Suite and/or Google Apps a plus

Nice-to-haves

• Experience with Vertex, Mastertax, Quickbooks, Peachtree or Great Plains
• American Payroll Association certification
• Experience with Microsoft Office Suite and/or Google Apps

Benefits

• Diversity, Equity and Inclusion programs
• Equal Opportunity and Affirmative Action Employer
• Reasonable accommodation for qualified individuals with disabilities