Provides third-level support to Online Services clients and internal support personnel for the Online Services product suite. Participates in escalated problem resolution, exception approvals and projects.

• Assists support staff on advanced technical and product issues to ensure timely resolution and to maximize client satisfaction.
• Provides product and procedural mentoring to less-senior support staff in order to ensure procedural consistency and compliance with department standards.
• Provides individual product and procedure coaching for team members in order to facilitate and reinforce training.
• Assists with facilitation and execution of supervisory requests such as procedural exception requests to ensure timely resolution, maximize client satisfaction, and minimize the risk associated with exception handling.
• Serves as acting supervisor in absence of supervisory/management staff to ensure continued resolution of client issues and escalations.
• Fields technical support calls received by the department so that appropriate information is provided.
• Provides client and internal problem analysis/resolution with an emphasis on first-call resolution to optimize client satisfaction.
• Participates in projects and departmental initiatives as needed to ensure continual product and process improvement.
• Ensures ongoing client satisfaction and high client retention by participating in designated client calling and other retention-oriented programs.
• Identifies training, documentation, and system enhancement needs and facilitates the appropriate documentation to commence resolution process and ensure the appropriate evolution of process and product.

• H.S. Diploma.
• 4 years of experience in Call center or technical support environments.
• Possesses strong technical aptitude.

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.