Company Description
MorganHR is a compensation consulting and software company focused on helping organizations make pay decisions that are fair, informed, and effective. With more than 30 years of experience, we support clients across a wide range of industries, from smaller organizations to multi-billion-dollar enterprises.
Our services include compensation strategy, communication consulting, organizational design, and change management. We also provide technology solutions that help clients manage compensation more effectively. Our flagship platform, SimplyMerit, is a cloud-based application that helps organizations make accurate, data-driven merit and bonus decisions. Our CompAware program provides practical learning experiences that strengthen compensation knowledge and decision-making.
MorganHR is known for delivering thoughtful, responsive, white-glove service. We have been recognized for our customer support, and we take pride in creating a client experience that is personal, professional, and dependable.
Role Description
MorganHR is seeking a Technical Support Specialist to provide exceptional support for our software solutions and client users. This is not a basic help desk role. This position requires someone who can combine technical troubleshooting, clear communication, strong judgment, and a true commitment to client care.
The person in this role will serve as an important front line of the MorganHR experience. You will help clients resolve issues, answer questions, guide them through platform use, and ensure they feel supported with responsiveness and professionalism. Our support approach is high-touch and service-oriented, so we are looking for someone who naturally leads with accountability, follow-through, and care.
This role also requires an appreciation for the seriousness of compensation work. Pay decisions are highly sensitive, and the people we support are often navigating issues tied to accuracy, fairness, trust, and emotion. The right candidate will understand that even a small support issue can carry significant weight for a client and must be handled with care, discretion, and urgency.
Key Responsibilities
- Provide timely, accurate, and professional technical support to clients using MorganHR platforms and services
- Troubleshoot software issues, user access challenges, setup questions, and system-related concerns
- Guide clients through questions with patience, clarity, and confidence
- Take ownership of support issues from intake through resolution, including follow-up and documentation
- Escalate complex issues appropriately while maintaining a high level of communication with the client
- Partner with internal teams to resolve issues and improve the overall client experience
- Document recurring issues, resolutions, and process improvements to strengthen support quality
- Support testing and validation efforts related to product updates and enhancements
- Help uphold MorganHR’s white-glove standard of service in every client interaction
- Approach compensation-related questions and concerns with accuracy, discretion, empathy, and professionalism
Qualifications
- Experience in technical support, product support, software support, or a similar client-facing role
- Strong troubleshooting and analytical problem-solving skills
- Excellent written and verbal communication skills
- Ability to explain technical concepts in a way that is clear and reassuring to clients
- Strong organization, follow-through, and attention to detail
- Ability to work independently and manage competing priorities in a remote environment
- Experience supporting cloud-based or SaaS platforms preferred
- Bachelor’s degree preferred, or equivalent relevant experience
Preferred Qualifications
- Experience supporting HR technology, compensation software, payroll-related systems, or other business applications
- Experience in a B2B or professional services environment
- Experience using support ticketing or case management tools
- Track record of handling sensitive or high-visibility client situations with professionalism
- Appreciation for the human and organizational impact of pay decisions
What Success Looks Like
- Clients feel heard, supported, and confident in every interaction
- Issues are resolved thoroughly, not just quickly
- Communication is proactive, polished, and trustworthy
- Support reflects the high standard of service MorganHR is known for
- Compensation-related concerns are handled with the level of care and precision they deserve
Additional Information
- We are looking for someone who values trust, professionalism, discretion, accuracy, and excellent service.
- Candidates should be prepared to demonstrate strong written communication, thoughtful problem-solving, and a genuine commitment to supporting clients well.
