| > | | | | on the tech support rep and on you. Once you have |
| | | | researched the problem, you will be far more effective |
| How to get the most help from HRIS tech support | | | | at explaining it and be that much more likely to receive |
| Departments | | | | the solution you are seeking. |
| This advice, while directed toward HRIS support help, | | | | HRIS Help from Tech Support Tips and Secrets |
| can and should be applied to any system you are | | | | Many companies have their least experienced reps |
| seeking technical help on. As the HRIS user of the | | | | answer the phones. These people have likely worked |
| software, there are steps you should take to resolve | | | | at the company for less time than you have used the |
| any problems you may be having with your HR | | | | system and may know far less about the HR |
| system. | | | | software than you do. They are going to look for a |
| Research your HRIS problem | | | | solution in the help file and the knowledge base. They |
| I always advise customers to try and find the answer | | | | are new so they won’t just know the answer. |
| or solution first before contacting tech support. The | | | | So, they are going to go through the exact steps you |
| benefit of doing so is by reading help files, online | | | | have already gone through. If they are unable to |
| knowledge bases or trying to test the issue you are | | | | answer your question, they may ask you to try |
| becoming more informed about the problem itself. You | | | | something and then call back. This is another reason |
| may find the answer yourself and in the process learn | | | | why you have gone through the help file and through |
| a considerable amount about the application, or at the | | | | the knowledge base so you can say you have |
| very least, if you end up having to contact tech | | | | already tried these options. The most important thing |
| support you are familiar enough with the problem to | | | | here is to get past the front line rep and get to the |
| accurately describe the problem. | | | | second tier to find your answer. If the front line rep |
| Using the HRIS Help File to find the solution | | | | knows that you have researched the problem, tried |
| Almost all applications on the market, and every HRIS | | | | what the help file and knowledge base suggested |
| product I have seen, have an internal HRIS help menu. | | | | often times they will automatically advance your issue |
| Become familiar with it and use it. You will be amazed | | | | to the senior support rep if they are unable to answer |
| once you get used to it, how helpful it can be. The | | | | your question which is your goal. |
| easiest way to find the answer you need is to use the | | | | |
| index. Your software product company may also | | | | Install all HRIS updatesHR software companies |
| offer an online knowledge base. If you receive an error | | | | constantly update their systems to correct bugs, add |
| or need a formula for a benefit plan, these tools can | | | | functionality and conform to the latest government |
| be invaluable. | | | | compliance issues. Thus, it’s very important that |
| Time to make the your HRIS help call | | | | you install these updates as you receive them. You |
| It can be intimidating calling tech support departments. | | | | may find at some point that the issue you are having |
| This is why it is imperative that you have as complete | | | | may have been resolved in an update you have yet to |
| knowledge as possible on the issue. It’s easier | | | | install. |