Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay – a growth focused, flexible and established Human Capital Management (HCM) SaaS technology company.
As we continue our evolution and growth into a leading HCM SaaS technology provider to businesses, we are seeking our next Online Payroll Support Specialist. The Online Payroll Support Specialist plays a crucial role in providing advanced technical support and assistance to clients regarding payroll and human capital management (HCM) products. Operating through various communication channels such as telephone, email, or chat, this role involves resolving complex technical issues, analyzing customer needs, and coordinating with other departments to deliver effective solutions.
At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment. With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day. Interested? Join us in our evolution!
What you will be doing:
- Respond to customer inquiries promptly via telephone, email, or chat, providing advanced technical problem resolution for payroll and HCM products
- Analyze and assess customer service needs, collaborating with other departments to develop and implement appropriate solutions tailored to each client
- Develop and maintain an extensive understanding of the organization’s payroll and HCM products, enabling the resolution of complex inquiries
- Utilize customer relationship applications or databases to record activities and research product information, ensuring accurate documentation of support interactions
- Provide expert technical support on installation, operational functions, troubleshooting, and maintenance of payroll and HCM products
- Offer proactive preventive maintenance and configuration recommendations to enhance product usability, performance, and customer satisfaction
- Documents support interactions comprehensively, including details of inquiries, complaints, resolutions, and follow-up actions taken
- Escalate complex inquiries to higher-level support teams as necessary, ensuring timely resolution and customer satisfaction
Success will come if you have:
- High School diploma or equivalent required
- Associate’s degree is strongly preferred (Accounting, Business or Customer Service specialization)
- 2-4 years front line customer service experience required
- Bilingual desired
- Advanced proficiency in customer interaction and customer support
- In-depth understanding of policies, standards, and procedures governing customer support operations
- Expertise in inquiry research and response, capable of resolving complex technical issues effectively
- Strong knowledge of product support, specifically in payroll and human capital management (HCM) products
- Ability to provide remote technical support and tier 2 technical support
- Proficiency in using customer relationship management (CRM) software to manage and track customer interactions
- Excellent service desk management skills, ensuring efficient handling of customer inquiries and support requests
- Advanced proficiency in help desk software for documenting support interactions accurately and comprehensively
- Strong analytical and problem-solving skills, with the ability to analyze customer needs and develop tailored solutions
PrimePay Offers:
- A competitive salary in the $22 – $25/hour range based on experience
- Access to personal, group training and career advancement
- Leadership development through individualized support and career mentoring
- Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD