Technical and Software Support Specialist

Harris Computer • Remote - Pennsylvania, PA

12d • $70,000 - $80,000 • Onsite

About The Position

Serve as a frontline, primary support contact for ProSoft clients by responding to support tickets and phone inquiries. Diagnose software issues and bugs, work with other members of the technical support team to identify and resolve problems in a timely, efficient and effective manner. Help resolve technical issues: user connection issues, Rublon MFA, manage hosted Active Directory, Manage password self-service portal, RDP connections. Identify when software or technical issues should be escalated to development and provide clear supporting details. Prioritize requests effectively to minimize downtime and maintain strong customer satisfaction.

Requirements

• Bachelor’s degree in human resource management, accounting, business, or equivalent related work experience
• Some knowledge of AP and payroll processes, human resource management workflows.
• Excellent interpersonal, customer service and written and oral communication skills
• Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone.
• Strong work ethic and self-starter, ability to work independently and as a team player.
• Strong analytical, troubleshooting, and problem-solving abilities
• Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Positive, professional, and solutions-oriented approach
• Basic knowledge of Microsoft Outlook, Teams, Word and Excel.

Nice To Haves

• Use AI to research and resolve issues as well as suggest where AI can help improve current support workflows
• General experience in accounts payable, HR/payroll systems support
• Some basic accounting knowledge
• Creating training videos
• Updating User Guides
• Accounting knowledge will set a candidate apart
• Prior knowledge of ProSoft a plus, but not required.

Responsibilities

• Serve as a frontline, primary support contact for ProSoft clients by responding to support tickets and phone inquiries.
• Diagnose software issues and bugs, work with other members of the technical support team to identify and resolve problems in a timely, efficient and effective manner.
• Help resolve technical issues: user connection issues, Rublon MFA, manage hosted Active Directory, Manage password self-service portal, RDP connections.
• Identify when software or technical issues should be escalated to development and provide clear supporting details.
• Prioritize requests effectively to minimize downtime and maintain strong customer satisfaction.
• Talk to customers to help resolve issues and walk them through procedures.
• Provide steps and written instructions through Team Support when a phone call is not required.

What This Job Offers

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