About Us

Our mission is to empower employers in Colorado to succeed. We are passionate about people and helping small businesses achieve their goals. We partner with our customers to simplify their employee administration tasks and amplify their human resources function, enabling them to focus on the most important things: their work and their people.

Our Culture

At Obsidian HR, we believe in working hard but doing so in a fun environment. Laughter is key! We appreciate and have empathy for each other. We're continually learning and growing by being self-aware. And we stay customer-obsessed. When our customers win, we win. We are the F.A.C.E.S. (Fun. Appreciation. Customer-Obsessed. Empathy. Self-Awareness.) of our culture.

Mission

The mission of the Application Solutions Technician is to provide world-class service to our clients, worksite employees, and our internal team through ongoing support of our HRIS platform. Your role will be responsible for monitoring application support tickets and providing timely responses, with a goal of resolving 7-8 tickets daily. In addition, you will train to become a subject matter expert on our HRIS platform and will work with incoming and existing clients with setup needs and training.

Responsibility

• Customer Service. High focus to providing the best client experience possible. Provides timely and comprehensive communication to clients and their worksite employees for HRIS inquires. Be comfortable with multiple forms of communication tools, including, but not limited to: Salesforce, email, phone calls, and video conference. Manages an ongoing queue of support tickets driven by service level agreement (SLA's) timeframes.
• Product Owner. Looks to own the support and continued education of the HRIS platform. Support the Application and Implementation teams on all HRIS implementations and setups, including, but not limited to: client setups, PTO accrual, time & labor, onboarding, and performance. Provides thorough and enthusiastic training for clients.
• Project Management. Attentively manages and prioritizes incoming inquiries from clients and worksite employees to make sure deadlines are being met and clients get the support they need. Must be able to juggle multiple projects at once and be able to shift attention at a moment's notice.
• Develops a strong skillset toward research, testing, and assembling clear direction on solutions with both internal team stakeholders and clients.
• Training & Presenting. Learns and applies expert knowledge of our HRIS technology to effectively be able to train internal stakeholders and clients in a non-technical form factor. Must be comfortable with speaking in front over others, including producing training sessions, and training of client stakeholders and their worksite employees.

Competencies

• Be an owner with your responsibilities
• Attention to detail, with a mindset of double-checking work and auditing
• Ability to juggle multiple projects/inquires at any point in time
• Exceptional verbal, written, and presentation communication skills
• Comfortable working with HRIS systems and working through technical problems to completion
• Ability to identify and protect confidential data

Experience

• 3+ years of prior experience customer service with technology systems.
• Associate's or Bachelors' Degree in Information Systems, Data Management, Human Resources, or related field.
• Project management experience.
• Knowledge and/or prior experience working with HR technology.
• Knowledge and/or prior experience with CRM systems.

Outcomes

• Within 30 days
  • Be able to troubleshoot login issues.
  • Provide basic system navigation assistance for internal and external users.
  • Be able to set up an accrual plan and provide external support.
• Within 60 days
  • Be able to setup and maintain system workflows.
  • Able to manage and resolve 1-3 cases daily with no overdue cases.
  • Manage the Applications Salesforce queue.
• Within 90 days
  • Able to manage and resolve 2-4 cases daily with no overdue cases.
  • Provide time and attendance/time-off request setup.
  • Works with implementation to provide new client setup.
  • Be able to create a basic report writer report.
• Within 6 months
  • Be able to manage a full client setup.
  • Be able to create a complex report writer report.
  • Able to manage and resolve 5-6 cases daily with no overdue cases.

Benefits and Perks

We invest in our people in many ways including training, career development, and competitive compensation. To name just a few of our benefits...

• Company contribution towards individual healthcare plans (medical, drug, vision, and dental)
• 401k Company Match
• Paid Parental Leave
• Student Loan Repayment Assistance
• Generous paid time off: including 7 observed holidays, floating holidays, and paid volunteer time
• Flexible Spending, Life, and Accident insurance programs
• Professional Development and Certification assistance
• Quarterly company-wide events
• Complimentary coffee, drinks, and snacks in the break room

Salary: $65,000-$75,000

Obsidian HR is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, and local law.