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IT Service Partner

Company: Paychex
Location: West Palm Beach
Posted on: August 7, 2022

Job Description:

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.
  • Possesses strong technical aptitude.

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

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