Client Support Representative - Shreveport, LA

Automatic Payroll Systems Inc. • Shreveport, LA

7d • Onsite

About The Position

Based in Shreveport, Louisiana, APS began in 1996 by offering payroll processing and tax compliance services. In 2000, they developed their own technology. APS has a mission to make payroll and HR easier by designing a unified solution to simplify workforce management tasks for mid-market organizations. They provide clients and partners with personalized service and support to accomplish their goals. The company aims to streamline payroll processing, automate HR workflows, and elevate the employee lifecycle with a single-system platform. APS is a workforce partner for its clients. The company is growing and searching for a Client Support Representative. This is a client-facing position responsible for servicing and managing client accounts by interacting with clients to provide product, system, and services support. This position is onsite at their corporate offices located in Shreveport, LA.

Requirements

• 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 all company guidelines, procedures, and workflow.

Nice To Haves

• Bachelor’s degree in a related field preferred
• Three plus years of experience in customer support, account management, payroll, HR systems, or technical support.

Responsibilities

• Deliver high-quality support for our products and systems to ensure client success
• Become knowledgeable in payroll, HR, and tax subject areas as they relate to APS services
• Answer questions and offer guidance on processes and best practices to achieve intended outcomes
• Evaluate, troubleshoot, and resolve platform configuration or setup issues
• Replicate and escalate technical issues, collaborating with Development when necessary
• Empower clients by providing education on platform tools and sharing Help Center resources
• Document all information for client-related issues in the APS ticketing system (Zendesk)
• Respond to tickets according to departmental response/resolution policy and procedure
• 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
• Utilize software programs and tools, including AI, to promote client self-service and create efficiencies
• Other responsibilities as needed or assigned.

Benefits

• Medical, Dental & Vision Insurance (employee only tier of coverage for medical and vision paid at 100% by APS)
• Short Term Disability (short term disability paid at 100% by APS for employee)
• Long Term Disability
• Life Insurance
• 401(k) for Retirement (eligible after 3 months of employment; employer match/no vesting schedule)
• Paid time off (PTO)
• Holiday paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level