Company Summary Founded in 1998, AspireHR is a woman owned US-based SAP HR and SAP SuccessFactors Gold Partner, working with HR organizations across North America to successfully implement best-in-class HCXM (Human Capital Experience Management) solutions. AspireHR is a purpose driven company that provides a wide range of services and software solutions for both the implementation and maintenance of HXM systems that includes our own proprietary software as well as long-term managed service agreements. The AspireHR team has built an impressive roster of clients by combining a cost-effective implementation strategy, an innovative mix of HCXM technologies and excellent customer service. Our focus is Employees First. We are careful to select people for our team that have demonstrated excellence through their skills, character and background. AspireHR invests in our people and capabilities to differentiate us from competitors. For more information, please visit www.aspirehr.com . Scope and Responsibilities We are expanding our team to add a dynamic Service Desk Technician to provide our clients and their employees with front line help while creating an incredible customer service experience. This person must be located in DFW and able to come into the office in Dallas. In this role, you will be providing support services for clients, product engineers, delivery consultants, and executives. You’ll have the opportunity to work directly with deeply experienced technology and HR professionals along with engaging with clients based around the world! As a member within the AMS & BPO Team, you’ll work with the HCM cloud technologies and grow your skill set as you collaborate to help build and grow our AMS & BPO practice. Specific Responsibilities Your day-to-day activities will include support of AspireHR clients, employees, and contractors. · Handle incoming phone and email customer support requests · Troubleshoot HCM and related IT and HR systems. Examples include but are not limited to: o Time and Attendance o Onboarding o Payroll o Policy Assistance · Provide comprehensive solutions with exceptional customer service and client engagement · Provide general process guidance and payroll assistance related to the Client’s policies · Assist the onboarding of client new hires thru system navigation and policy questions · Ensure efficient coordination, prioritization and resolution of support requests in compliance with SLAs · Proactively communicates support status to client · Escalate or engage additional resources to resolve support requests as needed · Learn from and working with an amazing team of brilliant people · Be a frontline representative for our IT service desk organization and the first person the company relies on for help · Document all client interactions and troubleshooting measures taken into the ITSM tool of record · Assist in the development and documentation of support solutions for input into our knowledge management system PId3690b021e7c-25448-412171545c143e31-5e48-4549-b638-05792d185386