Client Support Representative, Payroll

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 Payroll Support Specialist.The Payroll Support Specialist is responsible for providing technical assistance and end to end support to clients regarding payroll and human capital management (HCM) products through various communication channels such as telephone, email, or chat. They analyze customer inquiries, resolve technical issues, and coordinate with other departments to ensure timely and accurate solutions. This role requires a deep understanding of PrimePay’s payroll and HCM products and services offered by the organization.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 DoingResponsible for the ongoing support of a dedicated client list, as well as overflow of other requestsRespond to customer inquiries regarding payroll and HCM products via telephone, email, or chatProvide technical problem resolution and communicate solutions to customersAnalyze customer service needs and collaborate with other departments to develop appropriate solutionsDevelop and maintain a comprehensive understanding of payroll and HCM products to address complex inquiries effectivelyRecord customer interactions and research product information using customer relationship applications or databasesProvide basic technical support on payroll and HCM products, including installation, troubleshooting, and maintenanceOffer preventive maintenance and configuration recommendations to customersDocuments support interactions, including details of inquiries, complaints, and actions takenEscalate complex inquiries to higher-level support teams as necessarySuccess Will Come If You HaveHigh School diploma or equivalent requiredAssociate’s degree is strongly preferred (Accounting, Business or Customer Service specialization)1-3 years front line customer service experience requiredBilingual desiredProficient in customer interaction and customer support, adept at addressing client inquiries and concerns with professionalismKnowledgeable about policies, standards, and procedures governing customer support operations, ensuring compliance with organizational guidelinesSkilled in inquiry research and response, capable of conducting thorough investigations to provide accurate information and solutionsExperienced in product support, particularly in the realm of payroll and human capital management (HCM) products, offering comprehensive assistance to clientsCapable of providing remote technical support, utilizing various communication channels to assist clients effectively from a distanceCompetent in technical support, specifically in tier 1 support, resolving basic technical issues and escalating complex inquiries when necessaryFamiliar with customer relationship management (CRM) software, proficient in using such tools to manage and track customer interactionsAble to manage service desk operations efficiently, ensuring prompt handling of customer inquiries and support requestsProficient in using help desk software for documenting support interactions, maintaining detailed records of customer interactions and solutions providedEEOPrimePay is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, ancestry, citizenship status, age, sex (including pregnancy, childbirth, breast feeding and pregnancy-related medical conditions), gender, gender identity or expression, sexual orientation, marital status, uniform service member and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.