Immedis - Indianapolis, IN
posted 3 months ago
The Payroll Tax Support Specialist plays a crucial role within the UKG Payroll Services Support team, which is dedicated to delivering high-quality specialty product support for clients utilizing UKG Ready and Dimensions HCM Payroll Services. This position requires a deep understanding of payroll and payroll taxes, as the specialist will assist clients with various maintenance tasks and processes within the Payroll Services module of the application. The role involves addressing a wide range of client inquiries, including those related to amended tax returns, payroll funding, check delivery configuration, tax code updates, bank account changes, ACH returns, and other payroll service-specific questions. In this position, you will leverage your payroll knowledge and experience to resolve complex issues submitted by end users, employing strong problem-solving and troubleshooting skills. You will be responsible for initiating timely contact with clients, ensuring that all cases are resolved accurately and completely. Utilizing Salesforce, you will meticulously record all activities related to each case handled, ensuring that all client interactions are documented. Collaboration is key in this role, as you will partner effectively with internal Operations and Support teams to provide satisfactory resolutions to customers in a timely manner. Additionally, you will communicate with leadership to escalate issues when necessary, ensuring that client needs are met promptly. The role requires a balance of independent productivity and teamwork, as you will work closely with other teams within the Global Support and Payroll Services organizations. Your ability to manage a case backlog, which averages around 20 cases and may increase to over 30 during peak periods, will be essential to your success in this position. Overall, the Payroll Tax Support Specialist is integral to maintaining high levels of customer satisfaction and retention within the UKG Payroll Services framework.