Remote Support Specialist

Summary

The Support Specialist, Payroll & Payroll Tax is responsible for supporting R365 Payroll clients and improving the payroll product. They will work closely with both the R365 Support Team and Payroll Operations team to ensure all clients receive a delightful experience with R365 Payroll particularly with their experience with payroll and payroll taxes.

Requirements

• Minimum 2 years of payroll experience with an experience multi-state payroll tax experience
• At least 1 year of professional working experience in an elevated/high end customer service/customer facing role
• Experience troubleshooting complex client inquiries utilizing problem-solving and analytical skills
• Experience working in a SaaS environment in a client facing role
• Computer skills in Windows and MS office suite, specifically Excel, and the ability to easily learn new applications

Responsibilities

• Support R365 Payroll clients
• Work closely with both the R365 Support Team and Payroll Operations team
• Manage pertinent customer communications through tickets, live chats, and phone calls
• Assist other agents with resolving tickets focused on payroll and payroll taxes
• Handle inbound and escalated customer situations from the Support teams to improve customer satisfaction
• Act as a subject matter expert in the R365 Payroll solution
• Define and scope the clear deliverables and timelines that set proper expectations for customer inquiries
• Investigate and diagnose customer challenges and create solutions to rectify any issues
• Respond and resolve all Tier 1 Tax issues
• Escalate tickets to the Payroll Operations: Tax team and own customer communication through resolution
• Assist Workforce Support team with tickets that require higher level of Payroll expertise
• Clearly communicate customer needs and expectations to internal stakeholders for project wrap up
• Actively engage in continuous learning and self-improvement to complete required training programs and enhance system knowledge and stay up to date on legislation impacting clients
• Able to meet and exceed strict deadlines while handling high volume of clients
• Work on special projects as needed

Preferred Qualifications

• Certified Payroll Professional (CPP) a plus
• Restaurant POS System (Toast, Aloha, etc.) experience is a plus

Benefits

• Salary range of $30-$33 per hour
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives