Provides Online Services clients with product and technical support for Online Services products.

• Serves as the dedicated Online Services contact for up to 200 more complex Online Services clients in order to support the client's use of Online Services products.
• Maintains knowledge of all features of Online Services applications in order to customize setup for each client, teach clients to use the applications, drive further client utilization, and diagnose and resolve client issues.
• Maintains knowledge of preview applications in order to support our product line and client base.
• Troubleshoots and resolves client technical issues related to Online Services application. Engages other Paychex organizations, including MMS Operations and MMS Sales, to coordinate cross-product client support.
• Coordinates second-level technical support, including documentation and logging of problem tickets, to research daily client issues and ensure timely resolution.
• Continuously consults with client regarding their specific company operation in order to recommend best use and customization of Online Services applications.
• Gathers and centralizes Online Services application issues and enhancement requests for submission to the program BAU process to ensure product enhancement in accordance with client expectations and industry trends.
• Maintains client-specific notes and documentation regarding all interactions and issues in order to facilitate future service and problem resolution for the client.
• Provides second-level support to Premier HR Generalists and PBS Client Service Representatives in support of Premier Core and PBS Online Services users.
• Ensures client satisfaction and retention of assigned clients and overall Online Services client base by providing responsive and effective client service and issue resolution.
• Mentors less-senior Online Services Advisors to ensure consistent staff development.

• H.S. Diploma - Required
• 3 years of experience in Client service or technical support experience. Consideration may be given to a candidate with a degree in lieu of experience.
• Demonstrates customer service skills.

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.