Client Support Representative - Shreveport, LA

Description

Based in Shreveport, Louisiana, we began in 1996 by offering payroll processing and tax compliance services. In 2000, we made the strategic decision to develop our own technology. APS has a mission: to make payroll and HR easier. We design our unified solution to simplify workforce management tasks for mid-market organizations. We provide our clients and partners with personalized service and support to accomplish their goals. Streamline payroll processing, automate HR workflows, and elevate the employee lifecycle with a single-system platform. We are APS, and we are a workforce partner for our clients.

We are on the grow again and searching for a Client Support Representative . The Client Support Representative is a client facing position responsible for servicing and managing client accounts by interacting with clients to provide product, system and services support.

This position is onsite at our corporate offices located in Shreveport, LA. 

Essential Duties and Responsibilities:

• Deliver high-quality support for our products and systems to ensure client success
• Become knowledgeable in payroll, HR, and tax subject areas as they relate to APS services
• Answer questions and offer guidance on processes and best practices to achieve intended outcomes
• Evaluate, troubleshoot, and resolve platform configuration or setup issues 
• Replicate and escalate technical issues, collaborating with Development when necessary
• Empower clients by providing education on platform tools and sharing Help Center resources
• Document all information for client-related issues the APS ticketing system (Zendesk) 
• Respond to tickets according to departmental response/resolution policy and procedure 
• Maintain a consistent presence in the call queue, answer incoming calls, and provide written recaps
• Stay current with payroll, HR, tax regulations, and compliance changes
• Commit to continuous professional development and strive for outlined level progression
• Utilize software programs and tools, including AI, to promote client self-service and create efficiencies
• Other responsibilities as needed or assigned.

Supervisory Responsibilities: NA

Requirements

Education, Qualifications, Skills and Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The list below is representative of the qualifications, skills, and abilities required and preferred:

• Bachelor’s degree in a related field preferred
• Three plus years of experience in customer support, account management, payroll, HR systems, or technical support.
• Strong technical proficiency with software and problem-solving abilities
• Excellent communication skills and a deep, client-centric focus
• Ability to thrive in a collaborative team environment and work the hours required for success
• Must understand all company guidelines, procedures, and workflow.

BENEFITS: APS offers a competitive compensation and benefits package which includes: 

• Medical, Dental & Vision Insurance (employee only tier of coverage for medical and vision paid at 100% by APS)
• Short Term Disability (short term disability paid at 100% by APS for employee)
• Long Term Disability 
• Life Insurance
• 401(k) for Retirement (eligible after 3 months of employment; employer match/no vesting schedule)
• Paid time off (PTO)
• Holiday paid time off

At APS, we strive everyday to...

• Do the Right Thing
• Serve Others
• Be Our Best
• Find the Fun

Check APS out and see what we are about!