Paycor is a key player in the HCM software as a service market. We build, sell, and service our own proprietary payroll, time, scheduling, and HR platform. More than 30,000 medium-sized and small businesses trust Paycor to help them manage their most valuable asset—their people.
The Customer Advocate Contractor position is responsible for providing assistance to our ongoing Service group during our Year End season. This associate will work closely with our Service teams to help meet organizational commitments to each customer by ensuring that customer interactions are triaged correctly.
Essential Duties and Responsibilities
Triage customer interaction, that are documented in a Salesforce.com (SFDC) Support case, from the general Support Triage Incoming queue to the appropriate Team queues based on the applicable product. This includes validating and/or updating the following information on the SFDC Support case:
Search SFDC to confirm or update the case with the Client ID number
Enter the appropriate Contact on the case and use Perform
Determine the priority level and change to Urgent if applicable
Review the details of the case to determine the appropriate product
Use the Macro to send the case to the correct Product Queue
Complete SFDC Support cases
Access Perform to verify email recipient is an authorized Paycor Contact
Research the customer’s inquiry by leveraging the customer’s configurations in Perform
Respond to the customer’s inquiry via email-to- case within SFDC
Other duties as assigned.
High school graduate or equivalent required
Fluent in English
Intermediate to advanced MS office skills required
Sharp attention to detail and data entry skills required
Post high school education or equivalent experience preferred
Ability to work quickly and accurately in a fast-paced team environment
Excellent time-management, communication, and organization skills
High level of personal accountability and team engagement
Ability to interface with multiple departments, multi-task and work independently
Effective organizational skills proven in a fast-paced, technical-oriented position
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