Payroll Support Specialist

Overview

This role involves assisting customers with the utilization and optimization of the iSolved Human Capital Management (HCM) software. Under general supervision, team members help customers maximize the functionality of the iSolved HCM solution by responding to inquiries via phone, video calls, email, and web forms. The position requires ensuring customers understand the application and are trained to use the HCM solution effectively in their environment.

Responsibilities

• Provide inbound application and functional support for iSolved HCM solutions through phone, video calls, email, and web forms.
• Participate in Level 1 Support phone and video call queues to assist clients as needed.
• Escalate customer issues appropriately to supervisors when necessary.
• Schedule and conduct follow-ups on unresolved issues within prescribed service level objectives.
• Maintain professionalism and technical proficiency in all customer interactions.
• Keep accurate customer files and communication logs; document all communications.
• Perform other projects and related work as directed.

Requirements

• Associate's degree or equivalent educational experience.
• Minimum of 2 years of payroll experience.
• Experience supporting HCM solutions, including Payroll or web-based applications.
• Certifications such as CPP, FPC, or CEBS are desirable.

Knowledge, Skills, and Abilities

• Proficiency with Microsoft Office products, other computer software applications, and internet use.
• Exceptional customer service skills, strong organizational abilities, and attention to detail.
• Effective communication skills with professional telephone and video presence; clear and concise verbal and written communication.
• Ability to identify customer concerns clearly and solve problems effectively.
• Capability to multitask and work efficiently in a fast-paced environment.
• Strong issue analysis, troubleshooting, and problem-solving skills.
• Preferred background includes product, service, and technical experience supporting HCM solutions.

Compensation and Benefits

• Estimated base pay range: $21 - $28 per hour. Offers are typically not made at the maximum to allow for future salary increases.
• Actual salary depends on factors such as location, skills, experience, education, certifications, business needs, and relevant employment laws.
• Eligibility for an annual discretionary bonus based on individual and organizational performance.
• Benefits include multiple health plan options (HMO & PPO), dental and vision coverage, Health Savings Account (HSA) with potential employer contribution, Employee Assistance Program, basic life and disability coverage, 401(k) savings plan with profit sharing and matching contributions.
• Additional benefits include well-being incentives, education and certification assistance, flexible time off, family care leave, parental leave, family formation benefits, cell phone reimbursement, and travel rewards.
• Voluntary benefits available: critical illness and accident insurance, hospital indemnity insurance, legal insurance, long-term care, pet insurance, identity theft protection, and supplemental life/AD&D insurance.
• Eligibility for benefits depends on annual hours worked, position status/level, and location.

Equal Opportunity

The employer is an equal opportunity/affirmative action organization. All candidates receive consideration without regard to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other protected characteristic under federal, state, or local laws.

Reasonable accommodations are provided for applicants with disabilities during the application and recruitment process upon request.

Location

Not specified.