Provides product and technical support to users of Paychex' Online Services, Core Advanced Online Payroll, and Online reports.

• Answers inbound calls and e-mail in a call center environment in order to provide technical support to users of the Paychex Online services, Core Advanced Online Payroll, and Online Reports.
• Provides client support for Online Services by maintaining knowledge of Internet technology, browsers, plug-ins and file downloading.
• Provides problem analysis and resolution with an emphasis on first call resolution and enhancing the client experience.
• Establishes and maintains a positive working relationship with clients, branch employees and accountants to promote Paychex' quality service image.
• Logs phone calls and e-mail in order to build and maintain a database of issues and solutions to create a client history and provide statistical reporting capabilities.
• Ensures client satisfaction and retention of Online Services clients by providing responsive and effective client service and issue resolution.
• Maintains knowledge of all features of Online Services applications. Also maintains knowledge of onlsupt.com ( including resets of security information), pods1, Talisma, One Source Solutions Portal, Citrix Single Sign-on tool, and the Webex Support Tool.
• Provides full technical phone support to all Single Sign-on products to ensure quality service is provided. These include Paychex Next Generation Single Sign-on for core clients and One Source Solutions Portal for MMS clients.

• Associate's Degree in IT, Business or related discipline .
• 2 years of experience in Call center, client service or technical support environment.

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.