Payroll Support Specialist

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Requirements:

• Proven experience in payroll, customer support, or relevant technical fields.
• Strong communication skills with the ability to simplify complex issues for customers.
• A passion for problem-solving and a proactive approach to identifying solutions.
• Experience with NetSuite or similar ERP systems.
• Familiarity with Zendesk, JIRA, and ticketing systems is a plus.
• Basic understanding of programming concepts and troubleshooting techniques is advantageous.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• A self-motivated team player with a positive and professional demeanor.

Responsibilities:

• Manage incoming technical support incidents, requests, and changes, prioritizing inquiries for swift action.
• Maintain a personal ticket queue, ensuring timely resolutions and adherence to service level agreements (SLAs).
• Communicate proactively with customers, providing updates and ensuring transparency throughout the support process.
• Identify and escalate complex issues to Backline Support or other relevant teams for rapid resolution.
• Take ownership of support incidents from initiation to resolution, ensuring a seamless customer experience.
• Utilize Zendesk and JIRA to document and track all client interactions in real time.
• Conduct real-time client calls to resolve technical incidents efficiently and represent the company professionally.
• Assist customers with the setup, configuration, and optimization of their NetSuite systems, ensuring alignment with business needs.
• Provide troubleshooting support, leveraging strong analytical skills to identify root causes and deliver solutions.
• Develop and maintain support documentation, including FAQs and knowledge base articles, to empower customers and improve efficiency.
• Stay updated on industry trends and emerging technologies to provide informed support and guidance.