Product Support Specialist I - Accruals

Why Work Here

• Headquarters is in Charlotte, NC
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The isolved Product Support Specialist I - Accruals, will play a critical role in ensuring the satisfaction and success of customers by providing top-notch support for isolved HCM ancillary products including Benefits, HR, Payroll, Talent Management and Time solutions. You will serve as a first point of contact for questions regarding product functionality and for troubleshooting errors. You will work independently and within a team environment to provide top-quality expertise and customer service to our clients. Advancement to next level in title is based on several factors, including business need.

Core Job Duties

• Accountable for answering customer phone calls as outlined within individual and team goals.
• Follow-up and respond on assigned cases within SLAs outlined by the department or organization.
• Provide detailed case notes after each customer interaction.
• Maintain acceptable levels of call and case evaluations scores.
• Schedule meetings with clients to assist with their inquiries or system setup.
• Identify opportunities for customers to better leverage our service offerings.
• Collaborate and engage with team members within designated channels.
• Utilize time management skills and prioritize projects without leaving the customer at risk.
• Maintain a positive attitude under challenging circumstances.
• Adapt to multiple channels of customer inquiries (phone, tickets, chats, email).
• Process complex and sometimes contradictory information to effectively solve problems.
• Troubleshoot isolved configuration and product-related issues.
• Troubleshoot user system access issues and/or isolved equipment connectivity issues.
• Understand where to find and direct customers to help documentation.
• Recognize and nominate peers within our Share & Perform engagement platform.
• Lead with Support Core Values in every interaction.
• Have fun!
• Other duties as assigned.

Minimum Qualifications

• Typically requires a minimum of 1-2 years' experience in Customer Service/Support or demonstrated proficiency in at least one (1) isolved People Cloud and/or HCM related experience. Or equivalent combination of experience and education.
• Bachelor's Degree
• Proven track record of working in customer facing role.
• Excellent presentation and written communication and interpersonal skills.

About isolved

isolved is an employee experience leader, providing intuitive, people-first Human Capital Management (HCM) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit

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EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit for more information regarding our incredible culture and focus on our employee experience. Visit for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.