Tier I Payroll Support Specialist

$41,600 - $52,000/Yr

Prime Pay - West Chester, PA

Full-time - Entry Level

West Chester, PA

Professional, Scientific, and Technical Services

About the position

The Tier I Payroll Support Specialist at PrimePay is responsible for providing technical assistance and support to clients regarding payroll and human capital management (HCM) products. This role involves analyzing customer inquiries, resolving technical issues, and coordinating with other departments to ensure timely and accurate solutions. The position requires a deep understanding of PrimePay's payroll and HCM products and services, and it emphasizes collaboration, innovation, and a commitment to customer service.

Responsibilities

• Respond to customer inquiries regarding payroll and HCM products via telephone, email, or chat.
• Provide technical problem resolution and communicate solutions to customers.
• Analyze customer service needs and collaborate with other departments to develop appropriate solutions.
• Develop and maintain a comprehensive understanding of payroll and HCM products to address complex inquiries effectively.
• Record customer interactions and research product information using customer relationship applications or databases.
• Provide basic technical support on payroll and HCM products, including installation, troubleshooting, and maintenance.
• Offer preventive maintenance and configuration recommendations to customers.
• Document support interactions, including details of inquiries, complaints, and actions taken.
• Escalate complex inquiries to higher-level support teams as necessary.

Requirements

• High School diploma or equivalent required.
• Associate's degree is strongly preferred (Accounting, Business or Customer Service specialization).
• 1-3 years front line customer service experience required.
• Bilingual desired.
• Proficient in customer interaction and customer support, adept at addressing client inquiries and concerns with professionalism.
• Knowledgeable about policies, standards, and procedures governing customer support operations, ensuring compliance with organizational guidelines.
• Skilled in inquiry research and response, capable of conducting thorough investigations to provide accurate information and solutions.
• Experienced in product support, particularly in the realm of payroll and human capital management (HCM) products, offering comprehensive assistance to clients.
• Capable of providing remote technical support, utilizing various communication channels to assist clients effectively from a distance.
• Competent in technical support, specifically in tier 1 support, resolving basic technical issues and escalating complex inquiries when necessary.
• Familiar with customer relationship management (CRM) software, proficient in using such tools to manage and track customer interactions.
• Able to manage service desk operations efficiently, ensuring prompt handling of customer inquiries and support requests.
• Proficient in using help desk software for documenting support interactions, maintaining detailed records of customer interactions and solutions provided.

Nice-to-haves

• Bilingual proficiency is desired.

Benefits

• A competitive salary in the $20 - $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 and paid holidays.
• Flexible spending account.
• Life insurance and STD/LTD.