CSR - Technical Payroll Support
3 days ago
About the Role
We are looking for a Customer Service Representative with a strong technical background to support a growing HR tech company specializing in Timekeeping, Payroll, and HR solutions. In this role, you'll provide front-line support for clients, ensuring accurate and timely payroll processing while assisting users in navigating and configuring the software to meet their needs.
Key Responsibilities
- Act as the first point of contact for customer inquiries via phone, email, and live chat
- Provide step-by-step guidance to clients, ensuring proper software configuration based on their business needs
- Investigate and troubleshoot technical or configuration-related issues
- Escalate unresolved technical concerns to the next support tier when necessary
- Deliver high-quality, empathetic service to maintain client satisfaction
- Accurately log customer interactions and solutions using CRM tools like Salesforce
- Collaborate with peers to resolve complex or escalated cases
- Remain flexible and ready to assist with high-priority tasks or role shifts during peak hours
- Continuously develop product knowledge through on-the-job training
- Support other related tasks as assigned by your immediate supervisor
What You'll Bring
- Bachelor's degree in any relevant field
- At least 6 months of customer service experience, with a strong emphasis on technical or system-related support
- Prior exposure to HRIS, payroll systems, or timekeeping tools is highly advantageous
- Comfortable navigating different software systems; strong tech-savvy mindset
- Able to handle multiple tasks efficiently and adapt to changing priorities
- Excellent verbal and written communication skills in English
- Strong analytical and problem-solving capabilities
- Team-oriented mindset with a proactive and supportive attitude
- Must be open to working onsite during graveyard shifts
- A positive personality and a willingness to grow in a fast-paced environment
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