Premier - Charlotte, NC
posted 3 months ago
The primary purpose of the Product Support Specialist - Payroll role is to provide application product support for the Premier Margin Improvements product technology, with a significant focus on Human Resources/Payroll, ERP, Supply Chain, and other related technologies. This position is crucial in delivering application, technical, and procedural support to users, ensuring that their issues are resolved efficiently and effectively. The specialist will be responsible for solving user issues directly or engaging the appropriate resources to provide accurate and timely resolutions while maintaining high levels of customer satisfaction. In this role, the specialist is expected to perform thorough research and leverage their in-depth knowledge of end-user products to address inquiries and issues. For problems that require escalation, the specialist will collaborate closely with senior team members and the technical support team to communicate back to the customer. Additionally, the specialist will share knowledge gained through formal and informal training sessions with less-experienced staff, fostering a collaborative learning environment. Key responsibilities include customer support activities, which account for 70% of the role, involving researching and resolving technical and application inquiries. The specialist will apply appropriate troubleshooting methods, document all actions taken, and prepare detailed specifications for escalation when necessary. They will assist customers with application issues, identify potential delays in resolution, and take corrective actions to ensure timely updates in the Service Tracking System. Maintaining high customer satisfaction is paramount, and the specialist will provide clear and concise communication with clients. The remaining 30% of the role focuses on training and testing, including quality assurance and testing of new functionalities, participating in application testing of new releases and hot fixes, and assisting in applying upgrades. This position is remote, with no travel required, and involves sedentary work, requiring the ability to remain stationary for prolonged periods.