Provide frontline support to ProSoft clients via tickets and phone; diagnose and resolve software issues (including MFA, Active Directory, password portal, RDP); escalate bugs to development with clear details; prioritize requests to minimize downtime and maintain customer satisfaction; create documentation and training materials as needed.
What you’ll do
- Serve as a frontline, primary support contact for ProSoft clients by responding to support tickets and phone inquiries.
- Diagnose software issues and bugs, work with other members of the technical support team to identify and resolve problems in a timely, efficient and effective manner.
- Help resolve technical issues: user connection issues, Rublon MFA, manage hosted Active Directory, Manage password self-service portal, RDP connections.
- Identify when software or technical issues should be escalated to development and provide clear supporting details.
- Prioritize requests effectively to minimize downtime and maintain strong customer satisfaction.
What we’re looking for
- Bachelor’s degree in human resource management, accounting, business, or equivalent related work experience
- Some knowledge of AP and payroll processes, human resource management workflows.
- Excellent interpersonal, customer service and written and oral communication skills
- Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone.
- Strong work ethic and self-starter, ability to work independently and as a team player.
- Strong analytical, troubleshooting, and problem-solving abilities
- Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
- Positive, professional, and solutions-oriented approach
Competencies:
• Action Oriented
• Approachability
• Customer Focus
• Communicative
• Strong Listening Skills
• Patience
• Peer Relationships/Team Player
• Technical Oriented and Adaptability
Required Qualifications:
- Talking to customers to help resolve issues and walk them through procedures. When a phone call is not required, provides steps and written instructions through Team Support.
- Basic knowledge of Microsoft Outlook, Teams, Word and Excel.
- Prior knowledge of ProSoft a plus, but not required.
What will make you stand out
- Use AI to research and resolve issues as well as suggest where AI can help improve current support workflows
- General experience in accounts payable, HR/payroll systems support
- Some basic accounting knowledge
- Creating training videos
- Updating User Guides
- Accounting knowledge will set a candidate apart
Salary: $70,000 - $80,000 USD per year.
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Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
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