The Product Support Representative will play a key role in supporting Unicorn HRO’s successful iCON HRIS/Payroll application on behalf of our client companies.  iCON is a SaaS based solution that includes Payroll, Benefits Administration, Human Resources, Employee Self Service and Manager Self Service modules.

The successful candidate will have a background in Human Resources, Payroll and Benefit Administration, and will have strong Cognos v10 Ad Hoc Report Writing skills.

This position is based in our Durham NC offices.  Relocation is not offered at this time. This position is an on-site Unicorn HRO position, with travel requirements to client sites upon client request.

 Primary Responsibilities

• Provide Cognos v10 Ad Hoc Report Writing assistance, support and training services
• Provide Product Support to iCON Clients in the areas of Human Resources, Payroll, Benefit Administration, Employee Self Service, Manager Self Service, Open Enrollment and other iCON modules
• Provide excellent customer support to internal and external customers, providing accurate solutions to issues and product questions
• Maintain communication both written and verbal with client until reported issues are resolved
• Collaborate as a team member with the Product Support Team to resolve client issues and product questions
• Collaborate as a team member during client Implementation to provide Product Support assistance; and be in position to become Primary Support Contact after the implementation has been completed
• Provide documentation that describes client report issues, demonstrating the product areas that have been reviewed to resolve reported issues
• As needed, escalate client reported issues for resolution
• Participate as needed in product testing
• Provide suggestions for enhancements as requested by our clients
• Acquire new skills and knowledge to stay at the forefront of Human Resource / Payroll information systems

Requirements

• Must have a minimum of two years working with Cognos v10 in a support / implementation role
• Must be able to communicate effectively by phone and with written communication
• Must be self-motivated with a desire to learn new skills
• Must be customer focused, displaying a positive and professional attitude at all times
• Must be able to multi-task and identify multiple high priority issues, with the ability to set and manage expectations
• Acquire iCON product knowledge with a desire to expand knowledge in Unicorn HRO product offerings
• Experience working with Remote Teams
• Must be organized with strong client focus
• Advanced MS Office skills  (particularly MS-Word, MS-Excel)
• Bachelor’s degree in Human Resources, Finance or IT related field preferred
• Certified Payroll Professional (CPP) Preferred
• Professional in Human Resources (PHR) Preferred