Canada TLM TLM Consultant

Answers inbound calls from clients seeking application and technical support assistance for Workforce Now Time and Attendance, EzLabor software and data collection devices in an effective, accurate and timely manner. Provides basic and real-time post-installation assistance to clients for system updates, enhancements and configurations. Resolves software application and data collection device issues over the phone by using remote communications software. Analyzes client issues to determine if resolution can be provided on initial call or requires more time and engagement of an Offline analyst. Dispatches service request tickets to Offline team for additional client support for advanced and more complex setup or configurations. Interacts with team members to update, advise and communicate any client situations or requirements that may require additional thorough troubleshooting or support. Logs detailed case notes in call tracking system for information on the client call, changes, actions and follow ups. Identifies value add opportunities based on clients' existing Time and Labor modules. When call volume is low, assists in resolving cases dispatched in the Low Bin queue for basic queries/requests that can be resolved in a matter of minutes. Maintains knowledge and proficiency of new Time and Labor Management products as they are launched.Ability to communicate effectively in English. Proven track record of delivering superior customer service. Ability to work a flexible rotational shift that falls between 8:00am - 8:00pm EST M-F Strong PC skills. Aptitude to learn new software applications and operating environments. Excellent client communication, active listening and call management skills. General knowledge of at least one network environment such as Novell or Windows. Basic knowledge of the following; TCP/IP, Ethernet standards. Analytical skills. Ability to identify trends and appropriate solutions Demonstrated team player, detail oriented.