Support Specialist

Company Description

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.

Full-time

Help our award‑winning technology company run effectively as you take on big challenges and find solutions with a position in Operations. We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too!

At Paylocity, people matter most and have always been at the heart of our business. This is a 100% in‑office role based at our Schaumburg, IL location. Remote or hybrid work is not available for this position. Candidates must be able to work on‑site five days per week during designated work hours.

The Support Specialist I plays a pivotal role within our organization, acting as the front‑line support and dedicated resource for Paylocity client employee product users. In this role, you will receive, prioritize, document, and actively resolve client requests, ensuring the highest level of customer satisfaction. As a Support Specialist I, you will administer both technical and non‑technical support, building crucial relationships across departments to address client needs promptly and effectively.

This position requires a combination of technical expertise, strong customer service skills, and the ability to apply critical thinking to troubleshoot and resolve client inquiries.

• Administer Technical and Non‑Technical Support:
  Provide comprehensive support to clients, addressing their technical and non‑technical queries with efficiency and professionalism.
• Interdepartmental
  
  Collaboration:
  
  Establish strong working relationships within and across departments to effectively prioritize client needs, communicate project status, and manage timing expectations.
• Scope Determination:
  Analyze client requirements to determine the scope of their needs, ensuring a clear understanding of their objectives.
• Problem Solving:
  Utilize critical thinking and problem‑solving skills to troubleshoot and resolve client questions, striving for prompt and accurate solutions.
• Data Gathering and Evaluation:
  Gather pertinent data, identify options, and recommend courses of action to achieve client objectives.
• Customer Service Excellence:
  Demonstrate exceptional customer service skills in all interactions with clients, ensuring their needs are met to their satisfaction.

• High School Diploma or Equivalent
• 1+ years demonstrated Client/Customer Service experience.
• Intermediate computer skills with the ability to utilize multiple resources while in tandem advising live on calls.
• Familiarity and comfort with web‑based applications.
• Intermediate experience with Microsoft Office, especially Microsoft Excel.
• Basic project management abilities specifically related to managing high volume client requests and solutions.
• Willingness to work overtime as needed, particularly during the Fall/Winter open enrollment season.

• Bachelor's degree in related field.
• Call Center Experience.
• Bi‑lingual Fluency Spanish and English.
• Healthcare and welfare benefits concepts.
• Demonstrated High‑Volume Customer/Client first call resolution.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Paylocity is an equal‑opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train,…