Support Enablement Advocate
Paycor
Support Enablement Advocate (Remote) Remote - Work from Home Paycor empowers leaders to develop winning teams. Our Human Capital Management (HCM) software modernizes every aspect of People Management from the way you recruit, onboard, develop, pay, and retain employees. Best of all? Our team is growing, and there’s never been a better time to join! If you love to Think Big, Dream Big, Compete to Win, and thrive in a fast-paced environment, we want to hear from you! Job Summary This position is responsible for the enablement and support of directed case work. Work identified for this team is designed to provide efficiency to incoming customer channels with a holistic approach to full resolution. The Support Enablement Advocate will be responsible for the ongoing support of the customer through full resolution of the specific tasks. The Support Enablement Consultant should be an advocate for the customer with the related work and provide a feedback loop to leadership on system and process enhancements impacting efficiency and customer experience. Other requirements include demonstrated success with establishing and maintaining positive working relationships with customers and peers. Additionally, candidates must possess a passion for providing world-class service, experience in software support, and have the ability to learn new systems and/or enhanced functionality within an existing system. Well-rounded applicants will be detail-oriented, analytical problem solvers, and have a pension for working quickly and accurately.
Essential Duties and Responsibilities Partner with other Support Associates to transition ownership of complex cases and drive to satisfactory resolution Monitor cases within SalesForce and address urgent and/or complex customer inquiries requiring higher level assistance Coordinate the review and completion of multiple levels of case and project-based work across varied levels of complexity Manage customer interactions with moderate complexity in a contact center environment Attain and maintain intermediate knowledge of how Paycor’s full product suite works together with integrations and dependencies Demonstrate a strong ability to troubleshoot technical items and effectively probe to ensure understanding of clients' needs Proactively identify developing trends, assess risks, and develop initiatives resulting in process documentation Meet or exceed productivity goals, including case closure, while balancing quality of each interaction and adherence to SLA for each Case Support item Educate and counsel customers on procedures to enable self-sufficient system usage Document and manage cases within applicable systems by reviewing, updating, and closing daily Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. 4 year degree in Business Administration or related field preferred Experience with Human Capital Management software or with Paycor applications strongly preferred Ability to demonstrate strong problem-solving skills Proven effectiveness in influencing customers; desire and ability to communicate and negotiate with customers when necessary Strong oral and written communication skills with the ability to conduct presentations in a large group Ability to work independently Highly motivated and team oriented Highly organized, able to prioritize, with exceptional follow through Approachable and empathetic, with a strong desire to learn and grow Excellent verbal and written communication skills Experience with SalesForce.com and/or customer management analytics software preferred Paycor Total Rewards We are proud to provide best-in-class benefits delivering a personal and professional experience that meets you where it matters most - the well-being of you and your loved ones. Highlights include: A flexible virtual-first work philosophy An initial equity award in Restricted Stock Units (RSUs) for all new Associates and on-going award opportunities to participate in the value created through Paycor's growth 401(k) with $.65 match for every dollar contributed up to 6% of eligible pay Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special) Three medical plan options – including a $0 cost option and travel & lodging support to ensure access to medical care Paid leave for birth parents, non-birth parents, elder caregivers, and military support Sabbatical opportunities for tenured Associates Employee Stock Purchase Plan, which enables you to buy PYCR stock at a 15% discount Inclusive and accessible Employee Assistance Program (EAP) to help with everyday challenges We also offer competitive compensation determined by each individual's relevant experience, skills, and education. We anticipate the base pay for this position to be between $17.65/hr-$28.26/hr. In addition to base pay, Paycor Associates are eligible for a performance-based annual bonus or commission, depending on their position. If your desired salary falls outside of these rates, we hope you'll still apply as there may be other positions that better align. For more information about our total rewards, please visit www.mypaycorbenefits.com. If you need assistance or an accommodation during the interview process due to a disability, please email us at interviewaccommodations@paycor.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.
Essential Duties and Responsibilities Partner with other Support Associates to transition ownership of complex cases and drive to satisfactory resolution Monitor cases within SalesForce and address urgent and/or complex customer inquiries requiring higher level assistance Coordinate the review and completion of multiple levels of case and project-based work across varied levels of complexity Manage customer interactions with moderate complexity in a contact center environment Attain and maintain intermediate knowledge of how Paycor’s full product suite works together with integrations and dependencies Demonstrate a strong ability to troubleshoot technical items and effectively probe to ensure understanding of clients' needs Proactively identify developing trends, assess risks, and develop initiatives resulting in process documentation Meet or exceed productivity goals, including case closure, while balancing quality of each interaction and adherence to SLA for each Case Support item Educate and counsel customers on procedures to enable self-sufficient system usage Document and manage cases within applicable systems by reviewing, updating, and closing daily Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. 4 year degree in Business Administration or related field preferred Experience with Human Capital Management software or with Paycor applications strongly preferred Ability to demonstrate strong problem-solving skills Proven effectiveness in influencing customers; desire and ability to communicate and negotiate with customers when necessary Strong oral and written communication skills with the ability to conduct presentations in a large group Ability to work independently Highly motivated and team oriented Highly organized, able to prioritize, with exceptional follow through Approachable and empathetic, with a strong desire to learn and grow Excellent verbal and written communication skills Experience with SalesForce.com and/or customer management analytics software preferred Paycor Total Rewards We are proud to provide best-in-class benefits delivering a personal and professional experience that meets you where it matters most - the well-being of you and your loved ones. Highlights include: A flexible virtual-first work philosophy An initial equity award in Restricted Stock Units (RSUs) for all new Associates and on-going award opportunities to participate in the value created through Paycor's growth 401(k) with $.65 match for every dollar contributed up to 6% of eligible pay Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special) Three medical plan options – including a $0 cost option and travel & lodging support to ensure access to medical care Paid leave for birth parents, non-birth parents, elder caregivers, and military support Sabbatical opportunities for tenured Associates Employee Stock Purchase Plan, which enables you to buy PYCR stock at a 15% discount Inclusive and accessible Employee Assistance Program (EAP) to help with everyday challenges We also offer competitive compensation determined by each individual's relevant experience, skills, and education. We anticipate the base pay for this position to be between $17.65/hr-$28.26/hr. In addition to base pay, Paycor Associates are eligible for a performance-based annual bonus or commission, depending on their position. If your desired salary falls outside of these rates, we hope you'll still apply as there may be other positions that better align. For more information about our total rewards, please visit www.mypaycorbenefits.com. If you need assistance or an accommodation during the interview process due to a disability, please email us at interviewaccommodations@paycor.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.
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