• Full Time
  • Anywhere

EMP Trust

We are actively seeking a solutions-oriented Software Support Specialist to join our team! You will be directly responsible providing customer support through various mediums such as phone, email, and online chat. This role is a great opportunity for anyone interested in joining a fast-paced culture and growth within an organization with both part time and full time positions available.

EMPTrust HR is a leading provider of Human Capital Software on SaaS platform and provides solutions for talent management, onboarding and related solutions and provides a flexible work environment with opportunities to grow your career. We support Fortune 500 companies, Small and Large Enterpruses, State and local agencies and provide a dynamic, fun work environment.

Here’s what you’ll be doing:

  • Provide timely, professional, and accurate responses to customers who submit inquiries via phone, email, or chat
  • Support customers and end clients on answering questions, track issues or problem reports into our IT helpdesk tool and coordinate with technical and sales support teams
  • Enter all correspondence and necessary information for problem resolution into our helpdesk tools.
  • Manage and set customer expectations on timely resolutions of open requests.
  • Serve as a customer advocate and interact with internal teams to solve customer issues
  • Support setup of new client accounts and users accounts
  • Collaborate and follow-up with the product team on cases that require escalation
  • Inform customers of critical issues and system updates

Here’s what you’ll need:

  • Associates or Bachelor’s degree preferred
  • 1 year of experience serving in an external client-facing role supporting clients via phone or email.1-2 years of experience using, supporting, or troubleshooting web-based applications is preferred.
  • 1-2 years of experience working in a corporate environment supporting a product or software as a service (SaaS) solution
  • Experience with being managed to traditional customer support KPI’s such as response time, resolution time, and customer satisfaction
  • Excellent written and verbal communication skills
  • Detail-oriented and organized with the ability to prioritize tasks in a deadline sensitive environment
  • Strong technical, analytical and troubleshooting skills
  • Must have a technical inclination and a basic understanding of computers, internet browsers such as Chrome, Firefox or MS Edge and using software on a daily basis. Interest in cloud technology, SaaS and Human Resources
  • A passion for delivering exceptional service
  • Ability to thrive in a team environment
  • Creative problem-solving capabilities, ownership of issues, and excellent organization and follow-up
  • Proficiency in MS Excel, Word, Email Outlook is required;
  • Exceptional candidates with strong educational credentials, web / computer knowledge and good communications skills will be considered in lieu of experience. A background in Human Resources or study in HR will be considered an advantage

Training: Training will be provided on company’s SaaS software and related help desk tools and components for selected candidates.

Candidates who are selected will be required to complete a background check and drug screening and must be qualified work in the United States without a visa sponsorship. EMPTrust HR uses E-Verify for workforce eligibility checks with the Department of Homeland security system.

Job Type: Full-time and Part time position available

Education: Bachelor’s (Preferred)

Work Location: Gaithersburg, MD

Flexible work arrangements and works for part time positions with 9 AM to 2 PM and 2 – 8 PM options. Full time positions are from 9 AM to 5.30 PM EST


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