Job description
Senior Product Support Consultant
Remote
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 role is an elevated position in the Product Support space and plays a key role in driving process improvements across the team, acting as a peer leader, and providing a high degree of technical expertise for both customers and team members. You will be the primary point of contact to ensure ongoing customer satisfaction and will be responsible for project managing, providing training, and ensuring that customers are using our product in a way that best serves their business.
Essential Duties and Responsibilities
- Act as a trainer and peer leader for the Support team; train and onboard new hires by demonstrating best practices using Newton and the tools we use to support our customers
- Assist team members troubleshooting technical and advanced product issues
- Serve as a product expert for the Support team and cross functionally amongst other teams
- Oversee updates for online applications for customer careers pages
- Provide superior second tier and third tier customer and product support through email [primary] and phone [secondary] by responding to inbound customer issues and questions
- Ensure that customer careers pages are implemented according to specification while maintaining the look and feel of the customer's brand
- Research, test and reproduce software issues reported by customers and escalate with our development and QA teams
- Track and manage customer escalations with our development team and ensure that we close the loop with the customer after resolution
- Write, test and review custom reports using SQL for high-value customers
- Review bugs submitted from Support team and triage requests from Dev for accuracy and known issues
- Liaise with background check providers to leverage our background API and to debug any issues that arise
- Work with customers to evaluate, answer technical questions and implement the Newton Export Hire API
- Serve as a conduit between customers, legal, DevOps and engineering to successfully complete security questionnaires in a timely fashion
- Analyze data from 3rd party ATSs to verify feasibility of importing data into client accounts
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.
- Minimum of 10+ years’ experience in a technology company
- Minimum of 6+ years in a customer facing role, supporting Enterprise or SaaS based software
- 3+ years’ experience with programming or scripting languages (HTML, CSS, Javascript, etc)
- 2+ years’ experience using SQL and writing reports
- Strong analytical skills and intellectual curiosity with a desire to solve problems
- Strong focus on clients and ability to self-manage multiple projects at once with little to no oversight
- Tolerance for ambiguity and flexibility for changing requirements
- Excellent verbal and written communication skills are a must
- Ability to communicate clearly and effectively with all customers [internal and external] up to the executive level
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 $54,800.00-$87,707.00 /year. 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.
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