Join our dynamic Customer Strategy & Design team as an Analyst specializing in Product Support for Payroll. This role is crucial for ensuring our clients receive exceptional support for our payroll products and services, driving satisfaction and fostering long-term relationships. You will be instrumental in guiding customers through setup, processing, and troubleshooting, ensuring a seamless experience.

This position offers an excellent opportunity to deepen your expertise in payroll systems and customer service within a leading enterprise technology environment. We value individuals who are proactive, detail-oriented, and committed to delivering high-quality support.

As a Product Support Specialist for Payroll, your primary focus will be to deliver expert customer assistance via voice, chat, and email. You will be responsible for troubleshooting product issues, guiding users through workflows, and resolving "how to" queries. Maintaining end-to-end ownership of customer cases, ensuring accurate documentation, and identifying opportunities for product adoption are key aspects of this role. You will also contribute to sales actions by identifying and passing high-intent leads to the sales team, while consistently meeting key performance indicators such as quality, customer satisfaction (CSAT), and productivity.

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. Essential experience includes working with Payroll, Accounting, Bookkeeping, Finance Operations, Employee Payments, Tax Processing, Accounts Payable (AP), Accounts Receivable (AR), or Billing. Prior experience supporting payroll products, processing workflows, or customer queries is highly desirable. Familiarity with international voice processes and a solid understanding of payroll concepts like pay runs, direct deposits, taxes, and deductions are expected. Strong product troubleshooting skills, basic to intermediate accounting knowledge, and CRM proficiency are required. Fluency in English at a B2+ to C1 level is preferred, along with multi-channel handling capabilities.