Become a subject-matter expert in COINS U.S. Payroll and Human Resources modules
Provide business and technical support to help customers maximize value from their software
Diagnose, reproduce, and perform root cause analysis on payroll and HR-related issues
Manage support cases end-to-end, ensuring timely resolution and clear customer communication
Accurately document cases and updates in the support case management system
Triage and prioritize issues in line with SLAs and escalation processes
Collaborate with Operations and Development teams to resolve product defects and enhancements
Author and maintain Knowledge Base articles and internal documentation
Partner with peers to continuously improve team effectiveness and customer outcomes
Meet individual service level and customer satisfaction targets
Coach and support First Line Support Engineers as a knowledgeable escalation resource

Requirements

Strong understanding of U.S. Payroll and Human Resources processes, regulations, or systems
Experience troubleshooting application or software issues in a customer-facing environment
Ability to quickly learn new technologies, systems, and product functionality
Excellent written and verbal communication skills
Strong customer service mindset with the ability to manage expectations effectively
Proven analytical and problem-solving skills
Ability to self-prioritize and adapt in a fast-paced support environment
Previous experience in application support, technical support, or SaaS support strongly preferred
Exposure to payroll, HR, ERP, or financial systems is highly desirable
Applicants must reside within the Eastern or Central U.S. time zones

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

U.S. PayrollHuman Resourcestroubleshootingroot cause analysiscase managementSaaS supportERP systemsfinancial systems

customer servicecommunicationanalytical skillsproblem-solvingself-prioritizationadaptabilityteam collaborationcoaching