Lead Technical Support Ops

The Team Lead, Technical Support provides leadership, coaching, training and mentoring to Specialists to ensure all critical aspects of client issues are met and resolved appropriately. Act as a mentor to the Specialists on areas of success and identify improvement opportunities. The Team Lead is instrumental in assisting the Manager, Technical Support through feedback on staff performance, escalated client issues, actions to be taken to improve department and maintain service success. Team Lead must be able to identify and effectively communicate areas of training improvements and common performance deficits as well as offer praise and positive encouragement., The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Supervise the operations and work of their assigned team on a day-to-day basis.
• Facilitate coaching, training and mentoring of Specialists to ensure high levels of customer service through motivation and development.
• Facilitate individuals or team update communications through regularly occurring meetings, 1:1s and team huddles.
• As the subject matter expert, act as first level client escalation resource to support Specialists through complex problems.
• Coordinate with the Manager, Technical Support to ensure all client issues are addressed in a timely manner and handled appropriately.
• Manage and resolve escalated issues as identified by Customer Service department.
• Analyze and interpret reports to identify areas of improvement and training opportunities.
• Demonstrate thorough understanding of Paylocity’s service standards, policies and procedures and ability to respond to telephone inquiries and complaints in a prompt, accurate and courteous manner.
• Collaborate with Manager on best practices and opportunities to improve team’s performance and the performance between departments.
• Work in conjunction with L&D and Product and Tech department to identify and coordinate training for new product features and process changes.
• Assist Manager, Technical Support as required with employee relation concerns related to job performance and professional conduct.

• Minimum of two years’ experience with payroll and Human Capital Management (HCM) systems
• Bachelor’s Degree preferred
• Experience with wage garnishments and related compliance processes strongly preferred
• Prior leadership or supervisory experience preferred
• Proficient in Microsoft Excel, including data import and table formatting
• Skilled in Microsoft Office applications, with the ability to perform basic technical troubleshooting and navigate multiple software systems and inquiries simultaneously, including working with relational databases

Physical requirements

• Ability to sit for extended periods: The role requires sitting at a desk or workstation for long periods, typically 7-8 hours a day.

• Use of computer and phone systems: The employee must be able to operate a computer, use phone systems, and type. This includes using multiple software programs and inquiries simultaneously

The base pay range for this position is $65,000 - $75,000; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

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