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Product Specialist

Company: Paycom Payroll Llc
Location: Grapevine
Posted on: September 12, 2021

Job Description:

The L&D Product Specialist is responsible for responding to product-support tickets, facilitating the creation of troubleshooting guides and driving Paycom employee and client usage of Paycom software training resources. They serve as Paycom technology subject matter experts for client-facing departments as well as product education resources with the goal of increasing client adoption and usage of those resources -reducing the number of inbound tickets. This individual will work independently with front-line employees.

 

RESPONSIBILITIES

  • Serve as a Paycom technology subject matter expert for the organization by addressing and resolving low and medium urgency tickets and other inquiries about product functionality and best practices from clients and internal stakeholders based on defined service level agreements
  • Manage workload through Jira Service Desk and other project management tools
  • Facilitate the creation of learning resources for all levels of Paycom product knowledge (basic, intermediate, advanced, expert), including but not limited to troubleshooting, frequently asked questions, set up and best practices
  • Partner with L&D Content Developers, serving as subject matter experts, to ensure Paycoms product knowledge base (internal-only or client-facing) is accurate, maintained and communicated back to the business through each interaction
  • Support L&D Client Trainers as subject matter experts through webinar script and demo code setup review prior to a webinar going live, as well as, client Q&A responders on each webinar pertaining to their assigned products and product suites
  • Analyze trends to make data-driven recommendations to leadership regarding current product knowledge gaps and future opportunities for enhanced training or communication
  • Maintain expert-level product knowledge through collaborative partnerships with the Product Management department
  • Understand business objectives for client product usage and provide Product Management with client feedback to improve or adapt Paycom product offerings

Education/Certification: 

  • High School Diploma or equivalent required
  • Bachelor’s degree preferred

 

Experience:

  • 2 years working with HR systems as an administrator or working in a software support position required
  • 2 years of experience working with the Paycom system preferred

 

 Skills/Abilities:       

  • Ability to communicate effectively and professionally, both written and verbally to stakeholders with varying levels of technical knowledge
  • Strong analytical skills with the ability to collect, organize, analyze data trends and disseminate information
  • Adept at troubleshooting help requests and conducting research to determine a root cause
  • Ability to make clear and concise presentations of findings
  • Ability to work independently to achieve results
  • Strong attention to detail
  • Ability to work in a fast-paced environment
  • Strong problem-solving skills
  • Experience and ability to work easily and effectively with a wide range of people, demonstrating high emotional intelligence
  • Manage multiple projects or inquiries concurrently with aggressive deadlines
  • Proficient in Confluence, Jira Service Desk, Zoom, PowerPoint, Word, Microsoft Teams
  • Act as a brand ambassador by modeling Paycom values in every interaction with clients, colleagues, and general public

 

Paycom is an equal opportunity employer and prohibits discrimination and harassment of any kind. Paycom makes employment decisions on the basis of business needs, job requirements, individual qualifications and merit. Paycom wants to have the best available people in every job. Therefore, Paycom does not permit its employees to harass, discriminate or retaliate against other employees or applicants because of race, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, military and veteran status, age, physical or mental disability, genetic characteristic, reproductive health decisions, family or parental status or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation benefits, and separation of employment. The Human Resources Department has overall responsibility for this policy and maintains reporting and monitoring procedures. Any questions or concerns should be referred to the Human Resources Department.

Keywords: Paycom Payroll Llc, Grapevine , Product Specialist, Other , Grapevine, Texas

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