Agency Temp -Associate Technical Support Specialist

This position is responsible for ongoing support of all Insperity Business Performance Solutions (BPS) products to existing clients. Responsibilities Answer phones politely and efficiently and direct calls to the appropriate department or the voicemail system when necessary. Continuously monitor the general voicemail box. Maintain client information in the Client Record Management system. Provide backup phone support for other Technical Support teams. Monitor relevant email inboxes and provide excellent email technical support. Modify configurations to support changes in the client’s business rules. Use software diagnostic tools to troubleshoot client software issues. Retrain clients on software usage. Provide technical support via telephone or online for any BPS product purchased by the client, including custom programming as purchased and documented. Document all client interactions on a per-incident basis. Log software issues and provide temporary known workarounds as needed. Work with customers to optimize their experience with BPS solutions. Handle business-sensitive information with appropriate confidentiality. Track processes to ensure that unresolved tickets are escalated to the appropriate individual based on established guidelines and procedures. Work to improve customer satisfaction and increase customer reference-ability. Qualifications Bachelor’s Degree or equivalent experience is required. Technical support experience is preferred. Experience in the operation of a multi-line telephone console is preferred. Excellent communication skills, both verbal and written. Solid interpersonal skills to interface with co-workers and customers. Ability to manage multiple tasks to completion with minimal supervision. Basic understanding of various Internet browser technologies. Knowledge of web-based software solutions. Knowledge of Microsoft Windows and Apple operating platforms. 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 formats. Ability to work alone and collaboratively with technical personnel as needed. Ability to multi-task and prioritize projects in a fast-paced, deadline-driven environment. 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. #J-18808-Ljbffr 75 Insperity Business Services, L.P.