NuView Systems, Inc. is a pre-IPO company that provides global Web-native HRIS (Human Resources Information Systems) solutions to companies of all sizes. Our comprehensive product suite is ranked "Best in Class" by industry experts and has earned the "Top 10 HR Products Award" by Human Resource Executive magazine. Amidst industry mergers and acquisitions, we are growing at a significant rate. Our growth is through innovation, superior technology and the delivery of both transactional and strategic tools to help organizations more efficiently and effectively manage People, Process & Strategy on a global basis.
HRIS/Payroll Support Representative
Responsibilities
- Handles and tracks incoming customer support calls, emails and web cases. Understanding and maintaining knowledge of all of the NuView system software packaged.
- Identifying, researching and resolving technical problems with a strong concentration on accurate solution delivery and client satisfaction
- Strong ability to problem solve and prioritize issues in conjunction with the adherence to the service model delivery model along with clients business requirements
- Responsible for managing multiple and fluid priorities required by management and clients
- Demonstrated ability to adjust to multiple demands and priorities, while working effectively within team environment
- Maintain and support knowledgebase articles as reference for clients and employees
Essential Job Functions
- Provides application support to both internal and external clients along with supporting client programs (compensation (merit / bonus) open enrollment, yearend / year begin, etc.) within the procedural and client business delivery requirements
- Understands instructions and pre-established processes to perform the requirements of the position - Adherence to support service delivery model
- Communicate with both internal and external clients, keeping them abreast of status including support of updates to client recurring status meetings
- Report trending issues or product feedback to Support Team Lead, Support Manager or Director of Service Bureau and Support
- Manages multiple and fluid priorities required by management and clients
- Determines the quickest and most efficient path to resolution
- Provide technical/professional advice and knowledge to others within the organization – contribute to the knowledgebase
- Has the ability to work with immediate supervisor, and communicating project/work status
- Accepts tasks or assignments from Support Team Lead, Support Manager or Director of Service Bureau and Support
- Responsible for the client satisfaction for book of business as well as supporting secondary book of business while working in a team environment
- Provide back-up assistance to team members as assigned and work in a team environment
- In addition to Service Delivery model, adherence to Phone and Case Tracking procedures
- Adherence to production code promotion process for client book of business for all changes to client production environment
- Support system upgrades or product based changes to production environment for client book of business
- Be part of an on-call roster and work out of normal business hours
- Human Resources and/or Payroll business process experience
- Demonstrates proficiency in Windows-based software packages (Access. Word, Excel, PowerPoint)
- Proficiency with Internet applications
- Knowledge of SQL or other programming language preferred
- HTML experience
- High level of comfort with data structures
- Ability to manage multiple and changing priorities in a fast-paced, entrepreneurial environment
- Ability to understand requirements and develop solutions, communicating effectively with peers, clients, and management
- Working within a detail-oriented team environment
- Ability to work independently; exhibit sound and accurate judgment; independent problem-solving and self-direction
- Ability to manage time between multiple projects and duties
- Associates Degree in related area preferred
- 1-2 years experience in software support services or related field
- Customer-focused with a *service first* mentality and best-in-class communication skills
Other Attributes
- Excellence and competence
- Collaboration
- Innovation
- Respect
- Accountability
If you are interested in applying for this position, please forward your Resume to:
Human Resources
200 Brickstone Square, Suite 303
Andover, MA 01810
E-mail to: HR@nuviewinc.com
Fax to: (978) 475-1771
NuView Systems, Inc. is an equal opportunity employer.
