Payroll and Customer Support Representative

Worklio
Miami, FL Full Time
POSTED ON 3/14/2023 CLOSED ON 6/26/2023

Job Posting for Payroll and Customer Support Representative at Worklio

Be Part of an Innovative Company!

Over the last six years, we built the #1 Embedded Payroll PEO Platform. With our B2B2B solution, vertical SaaS, workforce management, and other software platforms can partner with us to quickly get into the payroll business. Adding a payroll product to help their customers a way to save money, time and reduce errors that can come with costly government penalties is a win. And the partner wins as well, adding up to 2x to their ARPU and extending their customers lifetime by 30%. Our goal is to help our partners become a payroll provider without spending tens of millions of dollars and several years building an in-house solution; and the best part is that they can get it done 5x faster without any loss of revenue.

Now, Worklio is looking for a Payroll and Customer Support Representative as a part of the support team. You will assist our Partners in using our software to work efficiently and unlock new opportunities.

Responsibilities

  • Interacts with Partners to provide information in response to questions, problems, and requests about payroll software and provides resolutions. Answers questions on how to use the software and explains calculations.
  • Responsible for entering and updating Partner tickets in Zendesk and following up on Partners’ requests.
  • Demonstrates confidence, initiative, and assertiveness.  Requires good project management skills, the ability to organize work efficiently, and work well under stress and time pressures. Identifies and escalates critical issues.
  • Takes the initiative to learn new software products as they are released.  Learns by setting up test cases in the test environment.  Tests new releases and reports issues to the development team.
  • Analyzes Partner requests or problems. Asks questions and requests information from the Partner to determine what conditions created the problem and steps that the Partner has taken to solve the problem.  Review reports, error messages, spreadsheet data, and audit logs to determine valid possible causes and whether it is a bug or software setup issue. Breaks complex problems into simpler problems.  Ability to research the knowledge base and prior tickets for solutions.   Recreates problems and solutions in a test environment. 
  • Offers alternative solutions where appropriate to prevent disruption in Partner activities.
  • Maintains Partners confidentiality keeping Partners and employee information confidential. Protects proprietary information.
  • Works well with a team to contribute knowledge and ask for team assistance appropriately.
  • True commitment to quality support to internal Team and Partners.
  • Works well in a remote environment.
  • 1-3 years of experience with payroll processing or software support preferred. Knowledge of HRIS systems, including benefits and human resources, payroll taxes, and accounting, is desired.
  • Ability to communicate and present information effectively with technical and non-technical audiences. Accurately document problems and solutions.
  • Provides individual and small group training on software features.
  • Customer-focused, problem-solving, and troubleshooting skills.
  • Effectively listens to Partners and demonstrates concern over their issues and requests.
  • Excellent written or oral communication skills.
  • Ability to multitask, including multiple high-priority issues.
  • Self-motivated with a desire to learn and develop new skills.
  • Ability to work independently with exceptional attention to detail.
  • Experience with Microsoft Office Suite or Google Apps. Basic excel skills.
  • Experience with creating “How to Videos” a plus.
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Unlimited Paid Time Off
  • Family Leave (Maternity, Paternity)
  • Training & Development
  • Work From Home
  • Stock Option Plan
  • $100 per month stipend for internet and cell phone

Our Commitment

Worklio is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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