Technical Support Specialist

Description

Requirements

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 U.S. News & World Report’s Best Companies to Work for 2024 list, and Glassdoor’s Best Places to Work in the U.

S. 2023 list. 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.

Technical Support Specialist

We are currently seeking a Technical Support Specialistto join our team. This position is primarily responsible for second and third tier software support of all Insperity Business Performance Solutions (BPS) proprietary software products for existing clients and business partners.

Responsibilities

• Consults with end users to analyze complex, functional software issues escalated from Technical Support Specialists.
• Tests, diagnoses and documents issues to determine whether a system modification is necessary on the user side and recommends and makes configuration changes or procedural changes, or consults and coordinates with Insperity development staff in designing necessary programming changes to software.
• Performs remote software support for clients on Insperity BPS 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.
• Performs remote time clock support on Insperity sanctioned time clocks and time clock software
• Troubleshoots returned hardware to identify and repair malfunctions and / or damage.
• Configures, tests, and ships repaired hardware.
• Logs software issues and provides temporary workarounds as needed.
• Tracks open software issues until a resolution is released 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 on a per incident basis.
• Keeps technical staff at Insperity’s business partners current on enhancements and changes to products.
• Acts as lead, mentors and trains existing and new team members on proper processes and procedures to improve department productivity.
• 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.

Qualifcation

• Bachelor’s Degree or equivalent 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.

Familiarity and understanding of computer network infrastructures (TCP / IP).

Strong analytical thinking skills and process-driven work habits.

Basic knowledge of CRM systems and usage.

Ability to effectively communicate with technical and non-technical staff in both written and verbal format.

Ability to work alone and collaborative 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.

At Insperity, we celebrate the diversity of our employees and our leadership. Insperity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.