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Overview

We are seeking a Technical Operations Support Specialist I - Reports based in the United States to provide critical technical assistance for a growing portfolio of cloud-based workforce management and business software. This fully remote position involves troubleshooting, data analysis, client communication, and application support to ensure outstanding software functionality and user satisfaction.

Key Responsibilities

Provide technical support by diagnosing and resolving software, hardware, and application issues remotely.
Act as the primary contact for both client and internal inquiries through support tickets, emails, and calls.
Troubleshoot problems related to payroll transmissions, software operations, installations, time and labor processes, reporting, security, and database matters.
Handle configuration and modification requests within application features such as time off accruals, attendance, tax components, ACA compliance, general ledger, customized reporting, calculations, and security configurations.
Document all client interactions and problem-solving steps throughout the support process.
Monitor recurring issues and trends to identify areas for product and support improvement.
Collaborate with internal teams to solve complex technical challenges and enhance system stability.
Analyze and manage data using Excel tools including VLOOKUP and pivot tables.
Communicate technical concepts effectively to both technical and non-technical stakeholders.
Participate in client meetings and internal initiatives as a support representative.
Manage multiple communication platforms and tracking systems while ensuring timely follow-up.
Adapt to shifting business demands, scheduling, and project needs.
Continuously build expertise on supported applications and share knowledge internally.

Candidate Requirements

Bachelor's degree is mandatory.
At least three years of customer service experience, preferably including technical support or help desk roles.
Minimum one year of experience with payroll systems.
Excellent written and verbal communication skills with the ability to clearly explain technical information.
Proficient in Microsoft Office, especially Excel operations such as data imports, VLOOKUP, and pivot tables.
Experience supporting PC hardware/software including installations, maintenance, and end-user training.
Strong analytical abilities with a proactive problem-solving mindset.
Quick learner of new technologies, applications, and internal tools.
Technical aptitude including willingness to learn SQL and other database tools.
Sound mathematical skills to support report calculations, accruals, general ledger processes, and related functions.
Experience with testing and validating calculations, reports, and configurations.
Familiarity with Lean Six Sigma methods is advantageous.
Experience supporting payroll software platforms is strongly preferred.
Basic knowledge of SQL and HTML is beneficial but not required.

Benefits

Competitive salary ranging from $41,600 to $64,000 annually, dependent on experience and skills.
This is a fully remote opportunity within the United States.
Comprehensive medical, dental, and vision insurance plans.
Life and disability insurance coverage.
401(k) retirement savings plan with company matching contributions.
Opportunities for professional growth and learning.
A supportive remote work culture fostering collaboration and career development.
Employee-focused benefits ensuring support for personal, family, and financial well-being.

Additional Information

This position is offered on behalf of a partner organization managing the hiring process, including application evaluation and next steps. The role suits candidates passionate about technology, eager to solve complex problems, and capable of clear communication across technical and business teams in a dynamic environment.

Technical Operations Support Specialist I - Reports