Senior Technical Support Specialist l

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 Glassdoor's "Best Places to Work in the U.S. 2024" list, and U.S. News & World Report's "Best Companies to Work for 2024" list. In addition, we have been recognized for having one of the country's Top 50 Midsize Early Talent Programs by RippleMatch's 2024 Campus Forward Awards. 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.

This position is primarily responsible for second and third tier software support of all Insperity Workforce Acceleration (WX) Time, Labor, and Workforce Management software products for existing clients and business partners. The Senior Time & Labor Specialist I is an expert in system configuration and troubleshooting and acts as a resource for team.

Responsibilities

• Handles customer escalations.
• Acts as a dedicated contact for high profile accounts.
• Meets case and quality standards, Works independently with no mentoring support for 95% of Level 2 client questions.
• Acts as resource for CSS team to be technical resource in client engagements.
• Consults with end users to analyze complex, functional software issues escalated from Time & Labor 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 via telephone or online.
• 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 Product Management, collaborates with Onboarding 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.

Qualifications

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.