Symmetry is the payroll infrastructure for software & payroll platforms powering the paychecks of over 64 million workers each year. Our fully integrated suite of payroll tax APIs and software tools allows companies to solve tax compliance issues and build applications across the entirety of the payroll process.
About the Role:
We are looking for a dedicated, hardworking, loyal, Client Software Support Analyst to provide software technical support to Symmetry external users by researching and answering product questions and troubleshooting client problems. This individual will collaborate seamlessly with internal staff when necessary to address client inquiries and drive a positive client experience in each contact. The ideal candidate will have exceptional problem-solving skills, current experience with C, JAVA, .NET, JSON, and XML, a passion for providing unparalleled client service, and a commitment to being the ultimate team player.
About the Team:
The Software Support Analyst is part of the Client Experience team at Symmetry. This team focuses on ensuring our clients continue to receive the quick, thorough, and expert support experience that they have grown to love.
Primary Responsibilities:
- Utilizes a ticket management system for task management and tracking of client issues.
- Organizes issues and as appropriate forwards those to development or client success.
- Read and review software log files in order to determine the source of issues to take the next steps in resolutions. Direct working knowledge of C, JAVA, .NET, JSON, and XML.
- Responds and resolves support tickets in a prompt and professional manner and within compliance with agreed Service Level Agreements (SLAs). Takes proactive actions in keeping the client informed through timely follow-up.
- Demonstrates expertise in using effective communication skills with all levels of personnel and with technical and non-technical personnel.
- Actively increases knowledge about Symmetry Software products and services.
- Takes actions to increase knowledge about the payroll and human resource industries and best practices.
- Applies client-provided documents and log files in all research efforts.
- Provides answers to clients by identifying problems at the source and guiding clients through corrective steps. Provide appropriate feedback and solutions to clients’ issues through the ticket management system, email, phone, chat, and in person.
- Participates in the development of client training programs by identifying learning opportunities and recommending instructional points of view.
- Solves non-routine and complex software, hardware, and procedure problems.
- Analyzes ticket management activity and makes recommendations for improvements to procedures and systems to upper management.
- Writes recommendations for management review.
- Interface with other departments as needed to research solutions for clients.
- Use appropriate communication techniques when responding to clients, particularly in stressful situations.
- Consistently uphold a positive and professional demeanor.
- Assist with the training and development of new team members.
Required Skills and Mindsets:
- Analytical – Collects and researches data.
- Problem-Solving – Identifies and resolves problems in a timely manner.
- Technical Skills – Actively strives to continuously build knowledge and skills.
- Client Service – Responds promptly to client requests for service and assistance.
- Oral Communication – Speaks clearly and persuasively in positive or negative situations.
- Written Communication – Writes clearly and informatively.
- Quality Management – Demonstrates accuracy and thoroughness.
- Organizational Support – Follows policies and procedures.
- Adaptability – Adapts positively to changes in the work environment.
- Attendance/Punctuality – Is consistently at work and on time.
- Quantity – Meets productivity standards.
- Attention to detail – Has a keen attentiveness to nuanced and specific points of data and information.
Technology Experience:
- Experience with C, JAVA, .NET, JSON, and XML.
- 2+ years working in a client software support environment.
- Support of API and On-Premise (SDK) software products.
- Experience with CRM/Ticket Management Software.
- Experience with NetSuite, Zendesk, and JIRA.
- 1 to 2 years of Payroll Knowledge and/or platforms.
- Proficiency with G-Suite.
Education:
- College or university program certificate; or two to four years related experience and/or training; or equivalent combination of education and experience.
Our cash compensation range for this role is $79,000/yr to $97,000/yr in Scottsdale. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.Symmetry has a physical office space in Scottsdale. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role).When approved to work from a location other than the office, a secure, reliable, and consistent internet connection is required.
Working at Symmetry
Being happy at a job goes beyond just doing the work. Where you choose to spend 40 hours a week should be a place that challenges you professionally and aligns with your personal goals and well-being. We truly love what we do, and our customers love what we produce. Our family-owned and -operated business is collaborative, fun, and friendly. We offer the opportunity to work with all kinds of positions across the company, from the CEO to support to sales and everything in between.Recently, Symmetry became part of Gusto.
More than 300,000 businesses use Gusto’s people platform to hire, pay, insure, and support their team–from modern payroll and benefits to distributed work services and international contractor support to expert HR. Together, Symmetry and Gusto are pushing the entire industry forward by helping growing businesses access tools and services that for so long have only been available to larger corporations.Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home with us.We are proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Our company considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Our company is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require assistance in filling out a Gusto job application, please reach out to candidate-accommodations@gusto.com.We take security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.
About our products
Our products make sure millions of paychecks are right, no matter where people live or work in the U.S. We simplify the payroll process with accurate and dependable payroll withholding tax solutions. Our clients include Fortune 500 companies, like Walmart and Southwest Airlines, and leading payroll service providers, including ADP and Paychex. With a 95%+ customer retention rate, our products always have to be top-of-the-line, and so do our employees.Symmetry is also the company behind the popular website PaycheckCity.com, which helps millions of Americans better understand their paychecks every month.
