What are the responsibilities and job description for the Software Support Specialist - Tier 1 - Hybrid position at Arcoro?
Why Arcoro?
Want to work with a solid company that’s transforming HR for the construction industry? Our team of dedicated professionals helps construction, contracting and field services companies hire, manage and grow their workforce with a market-leading SaaS solution. As a member of the A-Team, you’ll enjoy a top-notch employee experience where you can embrace your problem-solving skills and innovation, work with a team of great colleagues and see the impact of your contribution each day Our culture is collaborative, and we believe strongly in training, growth and internal advancement. We offer competitive compensation including comprehensive benefits and a generous time-off policy. We offer both on-site and remote opportunities.
At Arcoro, you will help create software products that are cutting edge, easy to use, and that make an appreciated and notable difference in our customer’s daily lives.
About the Job:
The Software Support Specialist will resolve platform or service problems by clarifying the customer's inquiry, determining the cause of the issue, and providing the best resolution in real time and/or follow up communications.
What You Will Be Doing:
- Provide full client HRIS program support
- Triage customer issues and follow support guidelines for escalation to second level support staff and/or management as needed.
- Resolves product or service problems by clarifying the client's request, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution
- Respond to support requests via tickets, chat, email, and phone successfully in a fast-paced environment
- Understand and utilize the appropriate escalation path
- Maintain client relationships by servicing clients with a can-do attitude
- Demonstrate concern for satisfying external and/or internal clients
- Manage multiple communication platforms including inbound chats, phone calls, and emails.
- Demonstrates the ability to tackle a problem by using a logical, systematic, sequential approach
- Contribute to team effort by accomplishing related results as needed
- Other customer care-related support duties as assigned
Must Haves:
- 1 years of experience in a customer service, SaaS customer support, technical service, or other related support role & payroll experience.
- 1 years of experience with benefits and/or the Affordable Care Act
- Articulate, effective written and verbal communication skills
- Proficiency with MS Office Suite, especially Excel and Outlook
- Must speak and write in fluent English
- 1 years of experience with benefits, time tracking, or other relevant software functionality.
- Strong customer service, communication, and interpersonal skills.
- A positive attitude with open, honest communication to achieve effective teamwork and business outcomes.
- Prior experience with Zendesk, Salesforce, or equivalent Support and CRM platforms
- Strong time management skills
- High School Diploma or Equivalent, College Degree Preferred
Perks and Benefits:
- Competitive salary
- 401(k) with Company match
- Medical/Dental/ Vision, STD/LTD, Life Insurance
- Unlimited PTO and Company-paid holidays
- Hybrid work
About the Company
A rapidly growing SaaS company, Arcoro offers proven modular HR solutions for the construction and contracting industries. Our product suite and software platform provides end-to-end HR functionality to help drive business outcomes, enabling companies to better manage the entire employee lifecycle through improved candidate quality and flow, shortened time to hire, centralized learning and improved employee productivity. Our HR solutions integrate with top construction ERP systems further positioning Arcoro as a leader in proven modular HR solutions. With Arcoro’s flexible solutions, customers select the modules that meet their needs for talent acquisition, talent management, core HR, benefits administration, time and attendance tracking and more. Arcoro has over 7000 customers across North America.
Arcoro is a Fair and Equal Opportunity Employer
Arcoro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
