Technical Services & Support Specialist
About The Position
ESC is a growing HR outsourcing & employment administration company, headquartered in Amherst, which administers payroll, benefits, and human resources consulting services for our clients. We are a people-centric organization with a focus on culture. We work smart and have fun in a team-oriented environment, working together to provide HR, payroll, benefits, and HRIS services to businesses of all sizes and types. The Technical Services & Support Specialist is responsible for delivering technical demonstrations, client implementations, system configuration, end-user training, and ongoing application support for HR technology solutions. This customer-facing role partners with Sales, Implementation and IT to ensure successful adoption of Payroll, Time & Attendance, HRIS, ATS, LMS, Performance Management and related workforce management technologies while driving customer satisfaction and continuous improvement.
Requirements
- Degree in Information Systems, Computer Science, Business Information Systems, HR Technology or related field
- 3+ years supporting enterprise SaaS or HR technology solutions
- Customer service experience delivering software demonstrations, client training and product support
- Proficient in Microsoft 365 (Excel, Word, PowerPoint, Teams)
- Strong troubleshooting and customer service skills
- Experience delivering presentations, demonstrations and training
- Knowledge of Freshdesk, Zendesk, Jira or similar ticketing systems
- SQL/report writing and data analysis
Nice To Haves
- Experience with HRIS, Payroll, Time & Attendance, ATS, Performance Management and LMS systems a plus
Responsibilities
- Lead technical product demonstrations and proof-of-concept sessions for prospective and existing clients
- Provide new client implementation support specific to Payroll, Time & Attendance, HRIS, ATS, LMS, Performance Management and related applications
- Provide new client training and post-go-live support
- Develop virtual and self-service training materials including knowledge articles, user guides and videos
- Provide application support using Freshdesk or similar ticketing systems
- Create custom reports, dashboards, imports/exports, and basic scripting or workflow automation
- Collaborate with cross functional teams to resolve issues and improve processes
- Document procedures, release notes, and product knowledge
- Work independently and collaboratively to provide internal and external customer and end-user support
Benefits
- medical, dental, and vision coverage
- 401(k) plan with company match
- generous paid time off and company holiday policy
- flexible, hybrid work arrangements
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
