Application Support Analyst, PEO/ASO - Onsite - PrismHR

We are a proud work-from-office company. If you're ready to work on-site in a dynamic, global company, we’d love to hear from you.

Position Summary

Your primary responsibilities are to assist our client users with questions and issues pertaining to the application of the software. This includes resolving support requests, troubleshooting issues, replicating scenarios for developers to address and in-house testing of software. Occasionally train customers on components of the system.

Responsibilities

• Gather information from the client and determine the issue by evaluating and analyzing the symptoms
• Identify and escalate application defects and priority issues
• Interact with clients to provide information in response to inquiries, concerns, and requests about products and services and provide resolutions to reported issues
• Offer alternative solutions where appropriate to prevent disruption in client activities
• Follow up and make calls to customers when necessary
• Maintains client confidence and protects operations by keeping client and client’s employee information confidential
• Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
• Stay current with system information, changes/updates and new releases
• Assist the QA department in product testing
• Contribute to written documentation (Knowledge Base)
• Provide occasional training for internal employees and externally for clients

Qualifications

• Experience with PrismHR, HRPyramid or other PEO or ASO software preferred
• Ability to communicate and present information effectively with both technical and non-technical audiences
• Strong knowledge of HRIS systems including payroll, benefits, and human resources 
• Knowledge of payroll and payroll accounting operations
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
• Bachelor’s degree or an equivalent combination of training and experience
• 1-3 years’ experience in a customer support position desired, but not required
• Experience with Vertex, Mastertax, Quickbooks, Peachtree or Great Plains a plus (not required)
• Experience setting up and maintaining Client Accounting in PrismHR and a general understanding of Financial Accounting
• American Payroll Association certification a plus
• Excellent problem solving and troubleshooting skills
• Excellent listening skills
• Excellent phone and people skills
• Ability to work independently with exceptional attention to detail
• Experience with Microsoft Office Suite and/or Google Apps a plus

PrismHR is a fast-paced SaaS company which provides customers with a cloud-based payroll process software application. PrismHR also provides professional services including system implementation consulting, custom configurations, and training. Lastly, via the Company’s Marketplace platform customers and end users access other human resources and employee benefits applications from PrismHR’s Marketplace Partners.

Diversity, Equity and Inclusion Program/Affirmative Action Plan:
We have transformed our company into an inclusive environment where individuals are valued for their talents and empowered to reach their fullest potential. At PrismHR, we strive to continually lead with our values and beliefs that enable our employees to develop their potential, bring their full self to work, and engage in a world of inclusion.

Ensuring an inclusive environment for our employees is an integral part of the PrismHR culture. We aren't just checking a box, we are truly committed to creating a workplace that celebrates the diversity of our employees and fosters a sense of belonging for everyone. This is essential to our success. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about our roles but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for these open roles or other open roles. We particularly encourage applicants from traditionally under-represented groups as we seek to increase the diversity of our workforce and provide fair opportunities for all.

As a proud Equal Opportunity and Affirmative Action Employer, PrismHR encourages talent from all backgrounds to join our team. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.

The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

Privacy Policy: For information about how we collect and use your personal information, please see our privacy statement available at https://www.prismhr.com/about/privacy-policy.

PrismHR provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at PrismHR: taglobal@prismhr.com. Please indicate in the subject line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.

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