Client Support Representative - Shreveport, LA

Automatic Payroll Systems • Shreveport, LA

1d • Onsite

About The Position

The Client Support Representative is a client-facing position responsible for servicing and managing client accounts by providing product, system, and services support. The role is onsite at APS’s corporate offices in Shreveport, Louisiana. The representative helps clients succeed with APS products by answering questions, troubleshooting platform configuration and setup issues, providing education and guidance, and escalating technical issues when needed. The position also involves documenting client issues in Zendesk, responding to tickets in accordance with departmental policies, maintaining a consistent presence in the call queue, and staying current on relevant payroll, HR, tax, and compliance changes.

Requirements

• Three or more years of experience in customer support, account management, payroll, HR systems, or technical support.
• Strong technical proficiency with software and problem-solving abilities.
• Excellent communication skills and a deep, client-centric focus.
• Ability to thrive in a collaborative team environment and work the hours required for success.
• Must understand company guidelines, procedures, and workflow.

Nice To Haves

• Bachelor’s degree in a related field preferred.

Responsibilities

• Deliver high-quality support for APS products and systems to ensure client success.
• Develop knowledge of payroll, HR, and tax subjects relevant to APS services.
• Answer client questions and provide guidance on processes and best practices.
• Evaluate, troubleshoot, and resolve platform configuration or setup issues.
• Replicate and escalate technical issues, collaborating with Development when necessary.
• Educate clients about platform tools and share Help Center resources.
• Document all information related to client issues in the APS ticketing system, Zendesk.
• Respond to tickets according to departmental response and resolution policies and procedures.
• Maintain a consistent presence in the call queue, answer incoming calls, and provide written recaps.
• Stay current with payroll, HR, tax regulations, and compliance changes.
• Commit to continuous professional development and strive for outlined level progression.
• Use software programs and tools, including AI, to promote client self-service and create efficiencies.
• Perform other responsibilities as needed or assigned.

Benefits

• Medical insurance; employee-only medical coverage is paid at 100% by APS.
• Dental insurance.
• Vision insurance; employee-only vision coverage is paid at 100% by APS.
• Short-term disability insurance; employee coverage is paid at 100% by APS.
• Long-term disability insurance.
• Life insurance.
• 401(k) retirement plan, eligible after three months of employment, with an employer match and no vesting schedule.
• Paid time off (PTO).
• Paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed