Application Support Analyst - On Site

Job Description

Job 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.

Areas of Support:

Benefits Administration: Provide comprehensive support to customers in navigating and utilizing group benefits effectively.

Benefits Enrollment: Provide guidance to customers with plan setups and options including eligibility, ensuring timely and accurate enrollment.

Payroll Management: Support customers with payroll-related issues and ensure their payroll processes run seamlessly. This could include assisting with errors received when processing payrolls.

API Integration: Assist customers in integrating APIs to enhance their system capabilities.

Report Center: Assist customers with questions around generating and managing reports related to HR metrics, payroll, benefits, and compliance Help customers access and interpret reports to make informed decisions.

Onboarding: Assist customers through the onboarding process with questions or errors to ensure a positive experience for new employees.

Garnishments: Assist customers with questions about setting up garnishments accurately or questions about garnishment checks or EFTs

Paid Time Off (PTO): Support customers with questions around managing PTO policies and tracking leave balances effectively.

Additional Support Areas: Retirement, Importing, Accounting, Employee Portal and more.

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 plusCompany Description

About us

We are a community-based hospital located near the historic White Rock Lake community, that serves the Dallas, Garland, Mesquite and surrounding areas. We specialize in a wide range of services including comprehensive medical/surgical care, bariatric, cardiology, outpatient and emergency medicine.

Our mission is to deliver exceptional healthcare with compassion and excellence. We are seeking compassionate, care-minded individuals to join our company and make a difference. As a member of the White Rock Medical Center team, you can advance your skills while working in a supportive and patient-focused environment.

Full-time