Product Support Representative II

Advanced Case Ownership Independently manage and resolve complex Level 2 (L2) support cases. Take end-to-end ownership of issues from investigation through resolution. Manage high-impact customer situations by providing timely updates, setting expectations, and driving resolution. Communicate clearly, confidently, and professionally with customers. Structured Troubleshooting & Root Cause Analysis Apply systematic troubleshooting methodologies. Perform comprehensive root cause analysis across configuration, data, configuration & integration related and application behavior to identify sustainable solutions. Determine the most effective troubleshooting approach for ambiguous or high-complexity issues. Minimize unnecessary escalations. HCM & Cross-System Analysis Analyze and validate issues related to Payroll, Time & Labor, HR data, and Benefits modules. Understand interdependencies between employee data, time calculations, payroll processing, and deductions. Provide clear explanations and guidance to customers based on findings. Collaboration & Continuous Improvement Document troubleshooting clearly. Identify recurring issues and recommend improvements to support processes, knowledge articles, or product quality. Serve as a Subject Matter Expert (SME). Mentor junior analysts through case guidance and knowledge sharing. Collaborate with other internal teams on cases and ensure the cases are tracked to closure. 3+ years of hands-on experience in HCM application support (Payroll, Time & Labor, HR preferred), OR 4-5 years of experience in a tiered L2/L3 enterprise application support environment with demonstrated expertise in complex troubleshooting and root cause analysis. Strong analytical and problem-solving skills with the ability to independently investigate issues Demonstrated ability to mentor peers, contribute to knowledge sharing, and collaborate effectively across cross-functional teams. Flexible to work in rotational evening shifts with start times of 6:30 PM and 8:30 PM, based on business requirements. During probation you are required to work from the office for all 5 days. Ability to work in a hybrid model (minimum 3 days in office), with flexibility to support 5 days in-office during peak operational cycles or as organizational needs evolve.