IT Service Partner

About Organization:

Paychex, Inc. (NASDAQ: PAYX) is a leading provider of integrated human capital management

solutions for payroll, benefits, human resources, and insurance services.

Industry expertise since 1971 (53 Years)

• 730,000+ clients in the U.S. and Northern Europe

• Pays 1 in 12 U.S. private sector employees

• Largest HR company for small to medium-sized businesses

• Product development company having products for payroll, accounts, benefits, and HR.

Shift timing: 5.30 PM to 2.30 AM IST or 8.30 PM to 5.30 AM IST

Overview:

Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential.

Responsibilities:

• Receives calls from internal employees and is the first-line end user single point of contact to resolve technical related issues.
• Follows documented policies and procedures for effective request/issue recording and tracking while delivering quality customer service. Keeps end users informed on request or incident status and progress
• Makes an assessment of requests/incidents, attempting to resolve them or refers them to second line and third-party support groups based on agreed operational and service level agreements.
• Utilizes, adds to, fixes, or flags various reference manuals, knowledge base, and publications used by IT Support and other staff in order to effectively share knowledge within the organization.
• Ensures adherence to Paychex standards in order to maintain a standardization of process, service, and tools for call and incident management.
• Responsible for adhering to phone queue and click to chat staffing schedules and actions required to meet incident management service levels.
• Complies with internal and external auditing requirements, data integrity, confidentiality, and has zero exceptions to compliance to fulfill key control objectives for Sarbanes Oxley.
• Advocates on behalf of end user and business partners for process improvements to products and services.

Requirements:

• Bachelor’s degree in business or computer science - Preferred
• 1 year of experience in Customer support