PrimePay, LLC Hiring for Technical Customer Support, Tier 3 at Remote Full Time

Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay – a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company.

As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Technical Customer Support, Tier 3 who is capable of trouble-shooting and resolving the most difficult and complicated issues. This position works closely with the Software Development department. The Technical Customer Support, Tier 3 is the escalation point for all technology support issues within PrimePay. Technical Customer Support, Tier 3’s are required to provide clear and concise communication with all forms of client and internal interactions.

At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment. With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day. Interested? Join us in our evolution!

What YOU will be doing:

• Primary escalation point technology issues that are unable to be resolved by Tier 1 and Tier 2 support staff
• Responsible for advanced trouble-shooting of supported services
• Provide training to Tier 1 and Tier 2 Support Technicians
• Responsible for escalating issues that are unable to be resolved by Tier 3 to the appropriate engineering team
• Act as a backup for Tier 2 Support Technicians
• Documenting interactions in ticketing systems
• Documenting support-related processes and procedures (SOP)
• Maintaining Service Level Agreements (SLA) on tickets
• Accurately documenting and classifying client requests and incidents
• Establishing and maintaining relationship with clients, vendors and internal departments
• Providing courteous and professional communication with clients and internal departments
• Insuring PrimePay support standards are followed from beginning-to-end of each client and internal department interaction
• Perform daily shift-driven tasks assigned by the Manager of Support
• Provide coverage, as needed, for the Tier 1 and Tier 2 Teams

Success will come if you:

• 3+ years technical trouble shooting in a SaaS B2B organization
• Strong working knowledge of Windows Operating System
• Strong working knowledge of Windows Server
• Strong working knowledge of popular Windows-based applications
• Strong logic and trouble-shooting skills
• Excellent written and verbal skills
• Ability to work unsupervised
• Ability to handle multiple priorities
• Ability to also work as a member of a team
• Strong client support services skills (customer service)
• Attention to detail
• Strong organizational skills
• Ability to think outside the box

PrimePay Offers:

• A competitive salary in the $60 – $80K range based on experience
• Access to personal, group training and career advancement
• Leadership development through individualized support and career mentoring
• Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD

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