Technical Solutions Specialist

Our client, a leading payroll and HR tech company, is seeking a highly analytical Technical Solutions Specialist with expertise in advanced payroll, HRIS, and technical troubleshooting.

The ideal candidate will serve as the escalation point for advanced payroll, HR, timekeeping, and system-related issues that extend beyond frontline support.

Responsibilities:

Investigate and resolve complex payroll, HRIS, timekeeping, and system-related issues through detailed analysis, testing, and root cause identification.
Own advanced support cases from initial investigation through final resolution, ensuring timely communication, accurate documentation, and exceptional client service.
Replicate reported issues, validate solutions, and perform functional testing to ensure accurate and sustainable resolutions.
Collaborate with Product, Development, Implementation, Client Success, and third-party vendors to resolve technical issues efficiently.
Provide proactive communication to clients throughout the support lifecycle by setting expectations, delivering status updates, and ensuring successful outcomes.
Develop and maintain technical documentation, knowledge base articles, troubleshooting guides, and internal support procedures to improve team efficiency.
Identify recurring issues, recommend process improvements, and contribute to product enhancements that improve platform stability and client experience.
Participate in user acceptance testing (UAT), feature validation, and quality assurance efforts for new software releases, enhancements, and system updates.
Qualifications:

3+ years of experience in Technical Support, Payroll Support, HRIS, Software Implementation, Application Support, or a similar technical troubleshooting role.
Strong knowledge of payroll processing, HR systems, timekeeping platforms, and business application workflows.
Demonstrated experience investigating, replicating, testing, troubleshooting, and validating technical issues.
Excellent analytical, critical thinking, and root cause analysis skills.
Experience managing multiple complex support cases while meeting service level expectations and deadlines.
Strong written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical users.
Experience collaborating across cross-functional teams, including Product, Engineering, Client Success, and third-party vendors.
Proficiency with Microsoft Office Suite, Microsoft Teams, and ticket management platforms such as Zendesk or similar customer support systems.
Exceptional organizational skills with strong attention to detail and a commitment to delivering an outstanding client experience.