Technical Solutions Specialist

About the role

An established US‑based company is looking for a Technical Solutions Specialist to join its Advanced Support team. The role focuses on solving complex payroll, HR, and time‑keeping software issues while delivering high‑quality customer support. You will work remotely, collaborating with internal teams, third‑party vendors, and clients.

Key responsibilities

• Investigate and resolve advanced payroll, HR, time‑keeping, and system‑related technical issues.
• Analyze reported problems, replicate issues, identify root causes, and validate solutions through testing.
• Manage support cases from initial investigation to final resolution.
• Collaborate with internal departments and third‑party vendors to address technical challenges.
• Maintain clear communication with clients, providing regular updates and setting expectations.
• Create and update technical documentation, knowledge‑base articles, and internal support procedures.
• Train clients and colleagues on advanced system functionality and best practices.
• Identify recurring issues and recommend process improvements or system enhancements.
• Participate in testing new software features, product enhancements, and system updates before release.

Required profile

• 3–5 years of experience in technical support, advanced customer support, HRIS, payroll systems, software support, or system implementation.
• Strong analytical and problem‑solving skills with a focus on root‑cause analysis.
• Excellent verbal and written English communication abilities.
• Ability to manage multiple support cases simultaneously and work independently.
• Experience coordinating with internal teams and third‑party software vendors.
• High attention to detail and commitment to delivering quality customer service.

Required skills

• HRIS
• Payroll systems
• Software support