The Technical Assistance Center Analyst is responsible for being the first point of contact for client-facing and other internal departments seeking technical assistance for Paycom software incidents on assigned products reported by the client.

RESPONSIBILITIES

• Address and resolve low and medium urgency technical tickets and other inquiries about product functionality and best practices from clients and internal stakeholders based on defined service level agreements; Escalate unresolved problems to higher level of support
• Meet SLAs of ticket response time and resolution time
• Identify and classify ticket resolution reasons
• Be the subject matter expert on assigned Paycom software products and provide world class troubleshooting, resolution and service to Paycom’s clients and client-facing departments
• Manage workload through Jira Service Desk and other project management tools as required
• Review technical tickets for patterns and recommend possible corrective actions like process optimization, workflow standardization, software updates, knowledge articles, training resources, client communications, etc. to support client independence and employee development
• Assist with the creation of learning resources for all levels of Paycom product knowledge (basic, intermediate, advanced, expert), including but not limited to troubleshooting, frequently asked questions, set up and best practices
• Maintain expert-level product knowledge on assigned products through collaborative partnerships with Quality Assurance and Product Management departments
• Understand business objectives for client product usage and provide Product Management with client feedback to improve or adapt Paycom product offerings
• Work with development team to escalate actual system issues and create projects to resolve the issue

Education/Certification:

External

• Bachelor’s degree required.

Internal

• Bachelor’s degree
• In lieu of a bachelor’s degree, two (2) years of continuous employment at Paycom which includes one (1) year minimum of continuous employment in Paycom’s Service Enablement team.
• Additional information for internal transfers:
• Individuals currently on the Technical Assistance Center Team will maintain the ability to progress within the Technical Assistance Center Team without a degree, but will need to meet the degree equivalency requirements.
• There will be a temporary grace period to allow for individuals to progress without having the full 2-year Paycom / 1-year Service Enablement experience for a degree equivalency. This grace period will end on 12/01/2023.
• Transfers from other departments within Paycom will be required to meet the minimum qualifications, to include the degree requirement.

Rehires

• Rehires must meet the requirements of the role, which includes the degree requirement.

Experience Required:

• 2+ years previous customer service experience or 2+ years supporting or troubleshooting technical issues
• Proficient in Confluence, Jira Service Desk, Zoom, PowerPoint, Word, Microsoft Teams

Skills/Abilities:

• Familiar with Software Development Procedures such as the SDLC, code merge and deployment process, and Agile practices
• Basic understanding of technical terminology in regards to servers, databases, APIs
• Ability to solve simple and routine problems with direct supervision.
• Excellent verbal and written communication skills
• Proficient in troubleshooting skills

Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department. ****To learn more about Paycom's affirmative action policy, equal employment opportunity, or to request an accommodation - Click on the link to find more information: paycom.com/careers/eeoc