The Technical Assistance Center Analyst is responsible for being the first point of contact for client-facing and other internal departments seeking technical assistance for Paycom software incidents on assigned products reported by the client.

RESPONSIBILITIES

Address and resolve low and medium urgency technical tickets and other inquiries about product functionality and best practices from clients and internal stakeholders based on defined service level agreements; Escalate unresolved problems to higher level of support Meet SLAs of ticket response time and resolution time Identify and classify ticket resolution reasons Be the subject matter expert on assigned Paycom software products and provide world class troubleshooting, resolution and service to Paycom’s clients and client-facing departments Manage workload through Jira Service Desk and other project management tools as required Review technical tickets for patterns and recommend possible corrective actions like process optimization, workflow standardization, software updates, knowledge articles, training resources, client communications, etc. to support client independence and employee development Assist with the creation of learning resources for all levels of Paycom product knowledge (basic, intermediate, advanced, expert), including but not limited to troubleshooting, frequently asked questions, set up and best practices Maintain expert-level product knowledge on assigned products through collaborative partnerships with Quality Assurance and Product Management departments Understand business objectives for client product usage and provide Product Management with client feedback to improve or adapt Paycom product offerings Work with development team to escalate actual system issues and create projects to resolve the issue