Provides first-level support in multiple products or applications while exemplifying strong proficiency in customer service.

• 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 the end user and business partners for process improvements to products and services.

• Bachelor's Degree in Business or Computer Science - Preferred
• 1 year of experience in Customer Service or Product Support.
• Possesses strong technical aptitude.
• Hours for this position are 9am-6pm Eastern

Paychex, Inc. is a recognized leader in the payroll, human resource, and benefits outsourcing industry, with a steadfast commitment to success and a record of achievement.