Technical Support Engineer - Payroll & Human Resources jobs in United States
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The Access Group · 3 weeks ago

Technical Support Engineer - Payroll & Human Resources

positionUnited States
timeFull-time
remoteRemote
seniorityMid Level
money$58K/yr - $64K/yr

The Access Group is one of the largest UK-headquartered business management software providers, and they are seeking a Technical Support Engineer with expertise in U.S. Payroll and Human Resources. This role involves providing technical and functional support to customers, troubleshooting issues, and ensuring a high-quality customer experience.

AccountingCloud ComputingFinanceManagement Information SystemsSoftware
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Responsibilities

Become a subject-matter expert in COINS U.S. Payroll and Human Resources modules
Provide business and technical support to help customers maximize value from their software
Diagnose, reproduce, and perform root cause analysis on payroll and HR-related issues
Manage support cases end-to-end, ensuring timely resolution and clear customer communication
Accurately document cases and updates in the support case management system
Triage and prioritize issues in line with SLAs and escalation processes
Collaborate with Operations and Development teams to resolve product defects and enhancements
Author and maintain Knowledge Base articles and internal documentation
Partner with peers to continuously improve team effectiveness and customer outcomes
Meet individual service level and customer satisfaction targets
Coach and support First Line Support Engineers as a knowledgeable escalation resource

Qualification

U.S. Payroll knowledgeHuman Resources knowledgeApplication troubleshootingTechnical support experienceSaaS support experienceAnalytical skillsCustomer service mindsetCommunication skillsProblem-solving skillsAdaptability

Required

Strong understanding of U.S. Payroll and Human Resources processes, regulations, or systems
Experience troubleshooting application or software issues in a customer-facing environment
Ability to quickly learn new technologies, systems, and product functionality
Excellent written and verbal communication skills
Strong customer service mindset with the ability to manage expectations effectively
Proven analytical and problem-solving skills
Ability to self-prioritize and adapt in a fast-paced support environment
Residence Requirement: Applicants must reside within the Eastern or Central U.S. time zones to align with core business hours
Work Authorization: Must be authorized to work in the United States without employer sponsorship

Preferred

Previous experience in application support, technical support, or SaaS support strongly preferred
Exposure to payroll, HR, ERP, or financial systems is highly desirable

Benefits

22 days paid time off
11 company paid holidays
Medical, dental & vision insurance
5% 401(k) company match

Company

The Access Group

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The Access Group is a software consultancy and developer company that provides fully integrated business management software.
dateFounded in 1991
location
Loughborough, Leicestershire, GBR
people-size5001-10000 employees
web-link
http://www.theaccessgroup.com

Funding

Current Stage
Late Stage
Total Funding
$1.33B
Key Investors
HgHorizon Capital
2022-06-08Private Equity· $1.25B
2018-04-10Corporate Round
2015-01-19Acquired

Leadership Team

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Chris Bayne
CEO
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Rob Binns
Chief Financial Officer
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