MELANIE DIKES

Responsible for providing advanced technical support and troubleshooting for clients using our HCM software, engaging through phone, screenshare, and chat to diagnose and resolve complex issues promptly and empathetically. This role involves serving as the initial contact for customer inquiries, ensuring high levels of satisfaction, and conducting regular follow-ups to confirm issue resolution. Responsibilities include documenting interactions in Salesforce, generating reports, updating knowledge articles, and participating in on-call rotations for critical client needs. Additionally, the specialist will assist in mentoring peers, stay updated on software features, provide feedback on operational processes, and contribute to product enablement and cross-functional improvement efforts.

• Onboarding Supervisor:
• Interview and hire potential candidates
• Onboard new hires into our systems and order equipment/ badges along with set up and trouble shooting.
• Providing with benefits and details on how to enroll.
• Supervise, coach and monitor progress while in training and nesting.
• Transition them from training to a rapid representative.
• Rapid Supervisor:
• Supervise and direct Rapid Reps supporting various Paychex platforms
• Manage and coordinate daily operational activities to ensure efficient and effective service levels
• Offer guidance and technical expertise across various product lines to address and solve issues.
• Establish and maintain a positive image with clients and Payroll Specialists

• Supervise and direct Assigned specialist supporting various Paychex platforms
• Manage and coordinate daily operational activities to ensure efficient and effective service levels
• Offer guidance and technical expertise across various product lines to address and solve issues.
• Establish and maintain positive image with clients and Payroll Specialists

• Serve as the main point of contact for the client to address any inquiries related to their account.
• Take the initiative to meet and exceed client expectations
• Recognize, research, and deliver solutions to clients with your keen problem solving skills
• Build relationships with clients to establish trust and drive retention
• Increase client awareness of Paychex services and applicable payroll regulations

• Assist support staff on advanced technical and product issues to ensure timely resolution and maximize client satisfaction
• Provide mentoring to junior staff
• Provide client and internal problem analysis/resolution with an emphasis on first-call resolution to optimize client satisfaction.
• Identify training, documentation, and system enhancement needs and facilitates the resolution process.
• Participate in projects and departmental initiatives as needed to ensure continual product and process improvement.

• We provide support to the Payroll Specialists and Supervisors. I help with payrolls, tax inquiries and projects that involve but are not limited to:
• Wage and tax corrections
• Amended Returns
• Core Advanced Training/Guidance
• Basic Paychex Flex Guidance (Online Platform)
• Reviewing Tier Work (Training Material)

• Broadened client portfolio to include more complex cases
• Became a Certified Mentor.

• Serve as the client's primary point of contact for any questions regarding their accounts.
• Take the initiative to meet and exceed client expectations.
• Identify, investigate, and provide effective solutions to clients utilizing strong problem-solving abilities.
• Build relationships with clients to establish trust and drive retention
• Increase client awareness of Paychex services and applicable payroll regulations.