SmartLinx Solutions is a rapidly expanding Workforce Management
SaaS company looking for a talented and highly motivated Support
Specialists in our Charleston, SC office to join our Customer Support team and
help our customers. We offer a diverse, casual work environment, with a great
entrepreneurial spirit that will allow you to learn and grow very quickly, but
always with an eye toward a proper work/life balance.
A Day in the Life of SmartLinx Support Specialists:
This is a “roll-up-your-sleeves and work hard with a team of passionate
people” type of position. As a SmartLinx Payroll Support Specialist, you
will support customers who utilize our highly-customizable Labor Management
software. You will use advanced troubleshooting techniques to address
customer concerns ranging from basic questions to critical/time-sensitive
issues. You will instill confidence in our customers, build their trust in
SmartLinx as a valued partner and have a significant impact on our customers’
experience with our product through effective engagement and timely issue
Duties and Responsibilities:
high customer satisfaction with a primary focus on providing the best
with customers via phone, chat, and email to proficiently and consistently
troubleshoot and resolve basic issues for the SmartLinx suite of products
capture case notes, document activities and manage cases in a way that is
clear, concise and actionable by other internal resources and a customer
viewing from the case portal
identify when issues are more complex and gather appropriate information
to triage to a senior member of the Support team to resolve
edit and publish quality Knowledgebase content to improve customer
link and categorize cases upon case closure to help inform the root cause
of customer contacts
or Bachelor’s degree or previous technical troubleshooting experience.
- Previous experience with payroll processing and/or workforce management applications ( Time & Attendance, Payroll, Scheduling, HR Management, etc.) is preferred.
troubleshooting skills, including research on software application errors
and issue re-creation.
verbal and written communication skills. Ability to clearly communicate
customer’s needs to technical support staff and communicate case details
to customers and/or management.
knowledge of Microsoft Excel formulas, pivot tables, vlookup, and file
with, or ability to learn, querying MS SQL database tables
motivated individual who is passionate about their work and helping our
customers achieve success
performer who excels in both a team and individual environment.
to perform in a fast-paced environment, meeting all defined performance.