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Title

Online Services Major Account Advisor - MSP 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
 
Description

Provides dedicated product support, technical support and training for the largest Online Services clients.

  • Serves as dedicated Online Services contact for up to 150 exceptionally large and/or complex clients in order to facilitate client use of Online Services.
  • Maintains knowledge of all features of Online Services applications in order to customize setup for each client, teach clients to use Online Services features, drive further client utilization, and diagnose and resolve client issues.
  • Maintains knowledge of Preview applications in order to support clients.
  • Troubleshoots and resolves client technical issues related to Online Services application. Engages other Paychex organizations, including MMS Operations and MMS Sales, to coordinate cross-product client support. Coordinates second-level technical support, including documentation and logging of problem tickets, to research daily client issues and ensure timely resolution.
  • Continuously consults with clients regarding their specific company operation in order to recommend best utilization and customization of Online Services applications.
  • Periodically travels to on-site client meetings and site visits to provide quality client service.
  • Gathers and centralizes Online Services application issues and enhancement requests for submission to the program BAU process in order to facilitate product evolution in accordance with client expectations and industry.
  • Works with the MMS Enterprise client team to ensure effective setup and support of Enterprise-level clients.
  • Creates and delivers customized Online Services client training sessions via the web or on-site client visits to ensure client satisfaction and product knowledge.
  • Maintains client-specific notes and documentation regarding all interactions and issues in order to facilitate future client interactions.
  • Provides second-level support to Premier HR Generalists and PBS Client Service Representatives in support of Premier Core and PBS Online Services users.
  • Ensures client satisfaction and retention of the overall Online Services client base by providing responsive service and issue resolution.
  • Mentors less-senior Online Services Advisors to ensure consistent staff development.
 
Position Requirements
  • High school diploma required.
  • A minimum of 4 years client service or technical support experience required.
  • Excellent verbal, written, public speaking, and presentation abilities are required. Ability to travel (infrequently) is required. Software certifications (Paychex or external) and training experience are preferred. Knowledge of networks, HR benefit plans, payroll, or Preview is preferred.
 
Category Customer Service/Operations  
Location OH, Lima, Applicant Tracking Office  
Full-Time/Part-Time Full-Time  
Req Number CUS-15-00800  
Open Date 5/4/2015  
Hiring Manager(s) Jennifer Roof  

This position is currently not accepting applications.

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