Technical Operations Support Specialist I – Payroll Tax Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide exceptional technical support for Paylocity’s cloud-based HR and payroll solutions.

• Address intricate client challenges and advanced technical issues for internal teams.

• Diagnose software functionality, payroll transmission, installation errors, time and labor discrepancies, payroll tax inquiries, and database-related issues.

• Configure and assist with standard features within web-based applications.

• Offer Payroll Tax Support for internal partners aiding clients with payroll tax functionalities and pay history data corrections.

• Respond to inquiries regarding employee tax setups and ensure accurate tax withholdings.

• Conduct User Acceptance Testing for newly released tax calculation features.

• Resolve payroll tax calculation system issues and communicate enhancement opportunities to Development.

• Troubleshoot software and hardware problems using remote support tools.

• Act as the primary point of contact through cases, emails, and phone calls.

• Assist with modifications related to Time off Accruals, Time and Attendance, Tax Adjustments, ACA, General Ledger, Reporting, Custom Calculations, and security requests.

• Record interactions and identify recurring issues or patterns.

• Collaborate with internal teams to address complex challenges and enhance software performance.

• Share expertise and foster team learning throughout the organization.

• Manage and analyze data using Excel, including VLOOKUP and Pivot Tables.

• Clearly communicate technical information to both technical and non-technical audiences.

• Represent the team in client interactions, events, and meetings.

• Navigate multiple communication and tracking systems efficiently.

• Maintain flexibility to accommodate various shifts and project support needs.

• Develop application expertise to ensure quality and performance standards are achieved.

⛳️ Requirements

• Bachelor’s degree.

• Over 3 years of experience in a customer service position.

• Help desk or technical support experience is preferred.

• Proficient in MS Office, particularly Excel.

• Ability to import data and utilize Pivot Tables and VLOOKUP functions.

• Excellent verbal and written communication skills.

• Experience with PC hardware/software, including installation, maintenance, and user training.

• Eagerness to learn new software applications.

• Capability to analyze data for high-level problem resolution.

• Technical aptitude to understand database tools like SQL and other software or internally developed solutions.

• Strong mathematical abilities for report calculations, accruals, General Ledger, and related tasks.

• Familiarity with Lean Six Sigma methodologies is a plus.

• Experience with direct communications up to the C-Suite level.

• Knowledge of HR and payroll tax setups and their implications for filings.

• Availability five days a week during designated work hours, 9am to 6pm CST.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability insurance.

• 401(k) matching.

• Benefits and perks that support employees, families, and financial well-being.

• Opportunities for career development.

• Fully remote work from home or a designated location within the U.S.

• No in-office attendance requirements.