Overview:
At Wipfli, people count.
At Wipfli, our people are core to everything we do-the catalyst behind our ability to create exceptional impact and extraordinary results.
We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path.
People truly matter and they feel it. For those looking to make a difference and find a professional home, Wipfli offers a career-defining opportunity.
Job Overview: HCM Customer Support Team Members assist with the customer's utilization and optimization of the iSolved software. Under general supervision, they help customers maximize the functionality of iSolved HCM by fielding customer calls, video calls, and web-form inquiries, providing appropriate responses, ensuring the customer understands the application, and is trained to use the HCM solution in their environment.
Responsibilities:
Responsibilities:
* Provide inbound application and functional support for iSolved HCM solutions by phone, video call, e-mail, and webform.
* Participate in Level 1 Support phone and video call queue to assist all clients as needed.
* Appropriately escalate issues for customers as needed to supervisor.
* Schedule and conduct follow-up on unresolved issues within prescribed service level objectives.
* Conduct all customer contact with a high degree of professionalism and technical proficiency supporting the Wipfli culture.
* Maintain accurate customer files and communication logs. Document all communications.
* Other projects and related work as directed.
Qualifications:
Knowledge, Skills, and Abilities:
* Experience with Microsoft Office products, other computer software applications, and use of the Internet.
* Exceptional customer service, organizational skills, and attention to detail.
* Proven communication skills with professional telephone and video presence, clear and concise verbal and written skills, and ability to clearly identify a customer's concern and effectively solve problems.
* Ability to multi-task and work effectively in a fast-paced environment.
* Issue analysis, troubleshooting, and problem-solving skills.
* A strong product, service, and technical background with experience in supporting HCM solutions including Payroll, or web-based applications is preferred.
Requirements:
* Associates degree or equivalent educational experience
* Minimum of 2 years of payroll experience.
* Experience in supporting HCM solutions, including Payroll, or web-based applications.
* CPP, FPC, or CEBS certification is desirable.
Tiffany Farnsworth, from our recruiting team, will be guiding you through this process. Visit her LinkedIn page to connect!
#LI-TF1 #LI-REMOTE
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