Inter-Team Technical Support Specialist

Insperity • Houston, TX

1d

About The Position

Insperity provides the most comprehensive suite of scalable HR solutions available in the marketplace with an optimal blend of premium HR service and technology. With more than 90 locations throughout the U.S., Insperity is currently making a difference for thousands of businesses and communities nationwide. Behind our success is the unshakeable belief in the value of our people. We value diversity, inclusivity and a sense of belonging. We celebrate work and life events, and we partner with our clients and communities to make great things happen. We have received recognition numerous times as a top place to work, most recently ranking on Glassdoor’s “Best Places to Work in the U.S. 2024” list, and U.S. News & World Report’s “Best Companies to Work for 2024” list. In addition, we have been recognized for having one of the country’s Top 50 Midsize Early Talent Programs by RippleMatch’s 2024 Campus Forward Awards. There is no better time to be a part of Insperity, and our best work is yet to come. Learn more at Insperity.com. Why Insperity? Flexibility: Over 80% of Insperity’s jobs have flexibility. We want your time to have balance, whether it’s spent with coworkers, clients, family or your community. Career Growth: Insperity provides many ways to grow with the company. We offer continuous learning programs, mentorship opportunities and ongoing training. Well-Being: Our total rewards package includes generous paid time off, top-tier medical, dental and vision benefits, health & wellness support, paid volunteer hours and much more. We take care of our people so that you can do your best work. This position is responsible for software support of Insperity Time & Attendance software for existing clients and business partners. Team assignments will vary based on business needs including, but not limited to, filling in for employees on PTO, vacancies, special project, etc. The Inter-Team Technical Support Specialist provides support to the Technical Support Specialist team. Also acts as a mentor to by being a resource to help achieve team goals and objectives.

Requirements

• Bachelor’s Degree in IT/Management Information Systems or related field or four years of equivalent work experience is required.
• Five or more years of software support experience is required.
• Strong understanding of relational database and SQL experience (Microsoft SQL Server preferred).
• Strong understanding of various Internet browser technologies.
• Broad knowledge of web-based software solutions.
• Broad knowledge of Windows server environments.
• Strong analytical thinking skills and process-driven work habits.
• Basic knowledge of CRM systems and usage, NetSuite preferred.
• Ability to effectively communicate with technical and non-technical staff in both written and verbal format.
• Ability to work alone and collaboratively with technical and development personnel as needed.
• Ability to manage multiple projects to completion with minimal supervision.
• Ability to multi-task and prioritize projects in a fast-paced, deadline-driven environment.
• Solid interpersonal skills to interface with co-workers and customers.

Nice To Haves

• Microsoft Certified Technology Specialist (MCTS) or Microsoft Certified IT Professional (MCITP) or Microsoft Certified Desktop Support Technician (MCDST) preferred.

Responsibilities

• Provides backup coverage for Technical Support Specialist team and acts as a backup for other Time and Attendance functions.
• Acts as a resource for other Technical Support Specialists when supporting their team.
• Mentors and trains less experienced Technical Support personnel in software functionality, best practices, and procedures.
• Reviews team members’ documentation and system configuration work, providing feedback to individuals and team.
• Acts as lead to improve department productivity.
• Provides guidance and coaching to Technical Support personnel, managing customer escalations to resolution.
• Provides pivotal role regarding BPS-wide strategic initiatives and engagements.
• Keeps technical staff at Insperity’s business partners current on enhancements and changes to products.
• Consults with end users to analyze complex, functional software issues escalated from Technical Support Specialists.
• Tests, diagnoses and documents issues to determine necessary system or procedural modifications, coordinating with Insperity development staff for programming changes as needed.
• Performs remote software support for clients on Insperity Time and Attendance solutions which could include, but is not limited to: Modifying setup to support changes in the client’s business rules. Using software diagnostics tools to troubleshoot client software issues. Retraining clients on software. Providing software support on any BPS product purchased by client, including custom programming as purchased and documented.
• Logs software issues, provides temporary workarounds, and tracks open issues until resolved by Quality Assurance.
• Collaborates with Professional Services to ensure updates are installed on the client system as well as tests and ensures updates are functioning as designed.
• Creates and configures customer-specific SQL statements to reduce manual entry.
• Works with customers to optimize their experience with BPS solutions.
• Documents all client interaction in Insperity software per incident.
• Participates in testing of new Time and Attendance processes and enhancements.
• Handles business sensitive information with appropriate confidentiality.
• Works to improve customer satisfaction and increase customer reference-ability.
• Assists in the accomplishment of Insperity goals.
• Helps other employees to accomplish Insperity goals.
• Performs other duties as may be assigned by department supervisor.
• Participates in the Disaster Recovery plan as required.

Benefits

• total rewards package includes generous paid time off, top-tier medical, dental and vision benefits, health & wellness support, paid volunteer hours and much more

What This Job Offers

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