Technical Services & Support Specialist

ESC is growing HR outsourcing & employment administration company, headquartered in Amherst, which administers payroll, benefits, and human resources consulting services for our clients. We are a people-centric organization with a focus on culture. We work smart and have fun in a team-oriented environment, working together to provide HR, payroll, benefits, and HRIS services to businesses of all sizes and types.

The Technical Services & Support Specialist is responsible for delivering technical demonstrations, client implementations, system configuration, end-user training, and ongoing application support for HR technology solutions. This customer-facing role partners with Sales, Implementation and IT to ensure successful adoption of Payroll, Time & Attendance, HRIS, ATS, LMS, Performance Management and related workforce management technologies while driving customer satisfaction and continuous improvement.

Key Responsibilities include but are not limited to:

• Lead technical product demonstrations and proof-of-concept sessions for prospective and existing clients
• Provide new client implementation support specific to Payroll, Time & Attendance, HRIS, ATS, LMS, Performance Management and related applications
• Provide new client training and post-go-live support
• Develop virtual and self-service training materials including knowledge articles, user guides and videos
• Provide application support using Freshdesk or similar ticketing systems
• Create custom reports, dashboards, imports/exports, and basic scripting or workflow automation
• Collaborate with cross functional teams to resolve issues and improve processes
• Document procedures, release notes, and product knowledge
• Work independently and collaboratively to provide internal and external customer and end-user support

 The successful candidate will have:

• Degree in Information Systems, Computer Science, Business Information Systems, HR Technology or related field
• 3+ years supporting enterprise SaaS or HR technology solutions
• Customer service experience delivering software demonstrations, client training and product support
• Proficient in Microsoft 365 (Excel, Word, PowerPoint, Teams)
• Strong troubleshooting and customer service skills
• Experience delivering presentations, demonstrations and training
• Knowledge of Freshdesk, Zendesk, Jira or similar ticketing systems
• SQL/report writing and data analysis
• Experience with HRIS, Payroll, Time & Attendance, ATS, Performance Management and LMS systems a plus

Compensation, Benefits & Culture:

We offer a competitive salary commensurate with experience, along with a comprehensive benefits package designed to support your well-being. This includes medical, dental, and vision coverage, 401(k) plan with company match, and a generous paid time off and company holiday policy.

As an HR-focused organization, we are deeply committed to creating a positive and engaging workplace experience. You’ll be part of a collaborative, people-first culture with meaningful opportunities for career development. We also provide flexible, hybrid work arrangements to help you maintain balance and do your best work.

Apply today and join “One of the Best Places to Work in WNY”!

Please note, as we are open to speaking with HR professionals with different levels of experience, compensation will be commensurate with experience, within the range listed. 

Technical Services & Support Specialist Job Description