Join our dynamic Customer Strategy & Design team as an Analyst, specializing in Product Support for Payroll. This role is pivotal in ensuring our clients receive exceptional support for our payroll products and services. You will be instrumental in building and maintaining strong client relationships, aiming to consistently surpass expectations.

Our enterprise technology division is at the forefront, driving functional excellence and enabling innovation for long-term growth. Become part of a team that empowers businesses through cutting-edge solutions.

As a Product Support Specialist, your primary focus will be delivering outstanding customer support for payroll products. You'll guide clients through setup, processing, troubleshooting, and payment corrections, independently managing issues to ensure high-quality service and satisfaction.

Key duties include handling customer inquiries via voice, chat, and email, diagnosing and resolving complex issues, and maintaining end-to-end ownership of customer cases. You will also be responsible for detailed case documentation, identifying opportunities for feature adoption, and supporting sales initiatives by passing high-intent leads. Adherence to quality, documentation, and process standards is crucial, alongside delivering strong performance on key metrics like quality and customer satisfaction.

We are seeking candidates with a Bachelor's degree, preferably in Commerce or Finance, and 1-3 years of experience in product support, SaaS, or customer support roles. Mandatory experience in Payroll, Accounting, Bookkeeping, Finance Operations, Employee Payments, Tax Processing, AP, AR, or Billing is essential.

Experience with international voice processes and a strong understanding of payroll concepts like pay runs, direct deposits, and taxes are highly valued. Proficiency in CRM systems and multi-channel handling capabilities are required. Basic to intermediate accounting knowledge and strong product troubleshooting skills are key to success in this role.