Payroll and HR Support Specialist - Hybrid

About the Job:

ThePayroll & HR Support Specialist will resolve platform or service problemsby clarifying the customer's inquiry, determining the cause of the issue, andproviding the best resolution in real time and/or follow upcommunications.

Thisrole is 50/50: deep technical troubleshooting and hands-on, high-touch customercommunication. You'll own the customer relationship through resolution, nothand off after diagnosis.

This isapplication/product support for Arcoro's SaaS platform. Not IT helpdesk,desktop support, or network administration. You won't be resetting passwords orfixing laptops; you'll be diagnosing why a payroll calculation, integration, orbenefits rule is behaving unexpectedly inside our software

What You Will Be Doing:

• Provide full client HRIS program support
• Triage customer issues and follow support guidelines for escalation to second level support staff and/or management as needed.
• Demonstrates a deep knowledge of payroll processing and tax compliance
• Resolves product or service problems by clarifying the client's request, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution
• Respond to support requests via tickets, chat, email, and phone successfully in a fast-paced environment
• Work closely with product & development teams to identify and address recurring payroll software bugs.
• Understand and utilize the appropriate escalation path
• Maintain client relationships by servicing clients with a will-do attitude
• Demonstrate concern for satisfying external and/or internal clients
• Demonstrates the ability to tackle a problem by using a logical, systematic, sequential approach
• Regularly monitor communication through all company channels (Zendesk, Outlook, Teams, etc).
• Other customer care-related support duties as assigned

• An up-to-date Fundamental Payroll Certification or equivalent credentials
• Strong understanding of payroll compliance and regulations.
• 3 + years of experience in a customer service, B2B SaaS customer support, technical service, or other related support role & payroll experience.
• 1+ Year experience supporting benefits, Payroll, or other relevant software functionality.
• Strong customer service, communication, and interpersonal skills.
• Hybrid - in PHX office as outlined by role.
• Proficiency with MS Office Suite, especially Excel and Outlook

• Competitive salary
• 401(k) with Company match
• Medical/Dental/ Vision, STD/LTD, Life Insurance
• Flexible PTO and Company-paid holidays
• Hybrid work