Time Keeping Support Technician

Lifeworks Services • Richfield, MN

3h • $24 - $27 • Hybrid

About The Position

The Time Keeping Support Technician plays a vital role in ensuring that customers have a positive and seamless experience using Lifeworks-selected software applications.

This position serves as the subject-matter expert for all customer-facing platforms and acts as a key liaison among internal teams, including Information Technology, Finance, and Compliance; as well as external vendors when needed.

The Time Keeping Support Technician is responsible for maintaining the accuracy and integrity of data and reports within customer-facing applications. They will also drive continuous improvement across systems, processes, and procedures to enhance overall efficiency and user satisfaction.

Requirements

• High school diploma required; minimum of 3 years customer service, IT help desk, and/or human service operations related experience.
• Experience in creating training documents in multiple formats and training people both in person and remotely.
• Fluent in English, verbal and written.
• Proficiency in Microsoft Office Suite.
• Must pass a background study with the Department of Human Services, a drug test and have reliable transportation to use for work driving purposes (e.g., in-office, on-site training locations, etc.).
• Are capable of performing the essential functions of the job, with or without reasonable accommodations.
• Are familiar with relevant technologies such as databases, electronic health record systems, timekeeping applications, and ticketing software.
• Can diagnose and resolve user issues quickly and effectively.
• Think outside the box to address unique issues that may arise.
• Convey technical information in a clear and understandable manner to non-technical customers.
• Possess strong active listening skills to accurately understand customer issues and concerns.
• Are proficient in creating and maintaining clear, detailed documentation and user guides.
• Address customer frustrations and needs with patience and professionalism.
• Respond quickly to customer needs and provide timely solutions.
• Can manage multiple tasks and priorities to ensure timely resolution of issues.
• Have superior interpersonal skills.
• Can train on how to use applications effectively.
• Continuously learn and stay up to date on new technologies and applications.
• Are well organized with excellent attention to detail.
• Work independently with excellent time management skills.
• Have experience working effectively with others to reach common goals and objectives.
• Establish and cultivate strong relationships.

Nice To Haves

• Bi/Multi-lingual preferred.
• Experience in Cashe time keeping desirable, not required.

Responsibilities

• Assisting customers who encounter issues or have questions about software applications, including troubleshooting problems, diagnosing technical issues, and offering solutions or workarounds.
• Managing and tracking incidents and service requests using ticketing systems, ensuring issues are resolved within agreed-upon timeframes and communicating status updates to users.
• Addressing and resolving technical problems that customers experience with the application.
• Gathering feedback from users about their experiences and recommending suggestions for improvements.
• Maintaining and protecting confidential information according to HIPAA and internal compliance standards, ensuring adherence to state and federal employment regulations related to processing work.
• Educating external customers and internal support teams on effective use of the application, which may include creating and delivering training materials, conducting workshops, or providing one-on-one assistance.
• Monitoring the application to ensure it is running smoothly.
• Working closely with the information technology team and external vendors to communicate customer issues, report bugs, suggest improvements, and coordinate change requests and/or required approvals.
• Maintaining and updating documentation related to the application, including user guides, troubleshooting manuals, and knowledge-base articles.
• Serving as the subject-matter expert on customer-facing applications, collaborating internally to produce reports and troubleshoot cross-functional issues.
• Performing all other duties as assigned.

Benefits

• 18 days of PTO accrued in the first year of employment
• 11 paid holidays (New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, and a Personal Holiday)
• Medical, dental, vision, life, AD&D insurance, short & long-term disability coverage
• Health Savings Account (HSA), Flexible Savings Account (FSA), and prescription drug coverage
• Up to $3,000 annually in tuition reimbursement
• 403(b) retirement plan – Lifeworks contributes 3% of your salary and matches up to 4% of employee contributions
• Employee Assistance Program (EAP)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED