IT Service Partner

Company: Paychex Deutschland GmbH
Location: West Palm Beach
Posted on: August 6, 2022

Job Description:

OverviewProvides 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.
• Possesses strong technical aptitude.

Keywords: Paychex Deutschland GmbH, Miami , IT Service Partner, Other , West Palm Beach, Florida