Remote

The Customer Technology Timekeeping Lead is responsible for overseeing the implementation, support, and optimization of all Questco’s Time and Attendance solutions. This role serves as a subject matter expert, supporting internal teams and clients while ensuring system functionality meets operational and regulatory standards. The ideal candidate has a strong background in timekeeping systems, high attention to detail, and excels in communication and problem-solving.

Key Responsibilities

• Lead, Mentor and support Technology Specialists and System Analysts in daily operations.
• Implement and support all Time and Attendance and Expense platforms used by Questco.
• Assign workloads and monitor progress.
• Provide ongoing training to develop technical knowledge, customer service skills, and industry expertise.
• Maintain deep knowledge of Time and Attendance and Expense systems
• Assist in the implementation of new platforms, including setup, testing, and deployment.
• Provide subject matter expertise for supported systems, including Expense Management tools.
• Escalate issues to vendors as necessary and follow through to resolution.
• Conduct audits and configure Paid Time Off (PTO) settings.
• Demonstrate proficiency in manual time calculation for data validation.
• Lead demonstrations and training for Time and Attendance and Expense systems.
• Test and troubleshoot system issues across all supported platforms.
• Identify system gaps due to constraints and propose solutions or workarounds.
• Create and maintain clear, user-friendly client documentation to support system adoption and training. Stay up to date on system changes, updates, and new releases.
• Work closely with clients to tailor system functionality to evolving needs.
• Act as a liaison between internal departments and clients for system-related issues.
• Handle Level 1 escalations and ensure timely resolution.
• Document and escalate software defects or high-priority concerns.
• Fully utilize Microsoft Office tools for documentation, communication, and reporting.
• Perform all other duties as assigned, with a commitment to excellence.

Required Qualifications

• Minimum of 3 years' experience in a customer support or technical support role.
• Experience in the PEO (Professional Employer Organization) industry preferred.
• Prior exposure to PrismHR or similar HRIS systems is strongly preferred.

Required Skills

• Strong understanding of federal/state wage laws and payroll policies.
• Proven ability to communicate effectively with both technical and non-technical users.
• High attention to detail with excellent organizational skills.
• Ability to resolve sensitive client issues with professionalism and tact.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Ability to maintain confidentiality and manage sensitive information appropriately.

Physical Requirements and Language Skills

• Must be able to work flexible hours as needed to meet business demands.
• Frequent computer use requiring wrist/finger movement and prolonged sitting.
• Must be able to lift and carry up to 25 lbs periodically.
• Occasional bending, reaching, pulling, stooping, and pushing.
• Must be fluent in English (speak, read, and write).

JOB CODE: 1000056