Job description

Job Summary Serve as the primary point of contact between internal departments and the software development team for supported applications, including training/learning platforms, client portals, and related systems. Monitors multiple intake channels to triage incoming requests, resolves user-driven issues directly, and routes genuine software defects into the development workflow. Maintains deep functional knowledge of supported applications to support, guide, and educate users. Creates and maintains documentation and coordinates work between stakeholders and the development team, allowing developers to remain focused on design and development. Major Responsibilities • Monitor and triage incoming requests across support systems and determine the correct path for each • Resolve user-driven issues directly by answering questions and guiding users through solutions • Maintain deep functional knowledge of supported applications to support users • Develop and improve systems to automate support workflows and reduce volume • Write and maintain wiki and how-to documentation • Coordinate between internal department stakeholders and the software development team • Participate in syncs and other recurring meetings • Other duties as assigned Education and/or Experience • 3–5 years of relevant experience bridging business users and technical teams • Strong customer service attitude • Experience with support/task management software • Strong organizational skills, with the ability to plan, prioritize, and drive multiple initiatives • Excellent written communication skills for creating clear, user-friendly documentation • High-level understanding of relevant technologies (e.g., relational databases, web browsers, networking, cloud services, APIs) • Bonus: Familiarity with certification/recertification processes and agency accreditation • Bonus: Experience with SCORM and/or learning platforms Physical Requirements/Essential Job Functions • Developing and improving system workflows and support • Writing and maintaining accurate and up to date documentation • Maintaining professional relationships while coordinating between many stakeholders and teams • Ability to multi-task and prioritize competing requests efficiently • Ability to communicate technical concepts to both users and developers effectively • Problem-solving • Frequent computer and telephone use • Sitting for long periods of time • Concentrating for long periods of time • Occasional travel of less than 15% may be required

Requirements

Must-haves

Major Responsibilities
Monitor and triage incoming requests across support systems and determine the correct path for each
Resolve user-driven issues directly by answering questions and guiding users through solutions
Maintain deep functional knowledge of supported applications to support users
Develop and improve systems to automate support workflows and reduce volume
Write and maintain wiki and how-to documentation
Coordinate between internal department stakeholders and the software development team
Participate in syncs and other recurring meetings
Other duties as assigned
Education and/or Experience
3–5 years of relevant experience bridging business users and technical teams
Strong customer service attitude
Experience with support/task management software
Strong organizational skills, with the ability to plan, prioritize, and drive multiple initiatives
Excellent written communication skills for creating clear, user-friendly documentation
High-level understanding of relevant technologies (e.g., relational databases, web browsers, networking, cloud services, APIs)
Physical Requirements/Essential Job Functions
Developing and improving system workflows and support
Writing and maintaining accurate and up to date documentation
Maintaining professional relationships while coordinating between many stakeholders and teams
Ability to multi-task and prioritize competing requests efficiently
Ability to communicate technical concepts to both users and developers effectively

Nice-to-haves

Bonus: Familiarity with certification/recertification processes and agency accreditation
Bonus: Experience with SCORM and/or learning platforms

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: paycom
Effort: medium