Time Keeping Support Technician at Lifeworks Services

Richfield, Minnesota, United States -

Full Time

Start Date

Immediate

Expiry Date

19 May, 26

Salary

26.69

Posted On

18 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshooting, Diagnosing Issues, Ticketing Systems, User Support, Documentation, Active Listening, Interpersonal Skills, Time Management, Attention To Detail, Training, HIPAA Compliance, Data Integrity, Process Improvement, Microsoft Office Suite, Customer Service, Help Desk

Industry

Individual and Family Services

Description

Description The Time Keeping Support Technician plays a vital role in ensuring that customers have a positive and seamless experience using Lifeworks-selected software applications. This position serves as the subject-matter expert for all customer-facing platforms and acts as a key liaison among internal teams, including Information Technology, Finance, and Compliance; as well as external vendors when needed. The Time Keeping Support Technician is responsible for maintaining the accuracy and integrity of data and reports within customer-facing applications. They will also drive continuous improvement across systems, processes, and procedures to enhance overall efficiency and user satisfaction. Position Title: Time Keeping Support Technician Department: Payroll Hours: Full-time 40hours/week, Monday – Friday Location: Lifeworks Services – Richfield/20% in-person (Hybrid) Compensation: $23.73 - $26.69 per hour Bonus Eligible: Yearly What we offer employees: Lifeworks offers a comprehensive benefits package which includes: 18 days of PTO accrued in the first year of employment 11 paid holidays (New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, and a Personal Holiday) Medical, dental, vision, life, AD&D insurance, short & long-term disability coverage Health Savings Account (HSA), Flexible Savings Account (FSA), and prescription drug coverage Up to $3,000 annually in tuition reimbursement 403(b) retirement plan – Lifeworks contributes 3% of your salary and matches up to 4% of employee contributions Employee Assistance Program (EAP) Why Work at Lifeworks Lifeworks is an industry leader on the forward edge of partnering with people with disabilities in innovative, person-centered ways. Disability inclusion is our true north, guiding every service we provide and ensuring that people with disabilities have opportunities, can thrive, and defy expectations. The Lifeworks Team is collaborative, passionate, and strategic, using a person-centered approach to increase access in our communities. You’ll succeed in this role if you: Are capable of performing the essential functions of the job, with or without reasonable accommodations. Are familiar with relevant technologies such as databases, electronic health record systems, timekeeping applications, and ticketing software. Can diagnose and resolve user issues quickly and effectively. Think outside the box to address unique issues that may arise. Convey technical information in a clear and understandable manner to non-technical customers. Possess strong active listening skills to accurately understand customer issues and concerns. Are proficient in creating and maintaining clear, detailed documentation and user guides. Address customer frustrations and needs with patience and professionalism. Respond quickly to customer needs and provide timely solutions. Can manage multiple tasks and priorities to ensure timely resolution of issues. Have superior interpersonal skills. Can train on how to use applications effectively. Continuously learn and stay up to date on new technologies and applications. Are well organized with excellent attention to detail. Work independently with excellent time management skills. Have experience working effectively with others to reach common goals and objectives. Establish and cultivate strong relationships. Must pass a background study with the Department of Human Services, a drug test and have reliable transportation to use for work driving purposes (e.g., in-office, on-site training locations, etc.). How you’ll be spending your time: Assisting customers who encounter issues or have questions about software applications, including troubleshooting problems, diagnosing technical issues, and offering solutions or workarounds. Managing and tracking incidents and service requests using ticketing systems, ensuring issues are resolved within agreed-upon timeframes and communicating status updates to users. Addressing and resolving technical problems that customers experience with the application. Gathering feedback from users about their experiences and recommending suggestions for improvements. Maintaining and protecting confidential information according to HIPAA and internal compliance standards, ensuring adherence to state and federal employment regulations related to processing work. Educating external customers and internal support teams on effective use of the application, which may include creating and delivering training materials, conducting workshops, or providing one-on-one assistance. Monitoring the application to ensure it is running smoothly. Working closely with the information technology team and external vendors to communicate customer issues, report bugs, suggest improvements, and coordinate change requests and/or required approvals. Maintaining and updating documentation related to the application, including user guides, troubleshooting manuals, and knowledge-base articles. Serving as the subject-matter expert on customer-facing applications, collaborating internally to produce reports and troubleshoot cross-functional issues. Performing all other duties as assigned. Requirements High school diploma required; minimum of 3 years customer service, IT help desk, and/or human service operations related experience. Experience in creating training documents in multiple formats and training people both in person and remotely. Fluent in English, verbal and written. Bi/Multi-lingual preferred. Proficiency in Microsoft Office Suite. Experience in Cashe time keeping desirable, not required. Equity Statement: Lifeworks strives to be radically accessible, diverse, equitable, and inclusive. We appreciate the vibrancy of differences, center the voices of silenced and marginalized people, and champion universal rights. Lifeworks Services is committed to hiring people from a variety of diverse cultures with diverse life experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, familial status; genetic information, or any other characteristic protected by law. Lifeworks Services is an equal opportunity employer, and we encourage members of diverse groups to apply.

Responsibilities

The technician will assist customers with software application issues by troubleshooting, diagnosing technical problems, and providing solutions, while also managing and tracking service requests using ticketing systems to ensure timely resolution. They will serve as the subject-matter expert for customer-facing platforms, collaborating internally and externally to report bugs, suggest improvements, and maintain accurate system data.