Role overview
The Support Specialist (Pacific Standard Time) provides Tier 1 support for clients using a cloud-based payroll, HR, and benefits platform. The role focuses on making problems understandable, identifying their root causes, and helping small and midsize businesses resolve issues through an online portal, phone, and chat.
Support Responsibilities
- Learn the platform and internal systems well enough to navigate client issues and deliver effective Tier 1 support.
- Respond promptly and professionally to inquiries through the online portal, telephone, and chat.
- Troubleshoot problems and identify workable solutions for clients and internal teams.
- Ask relevant questions to establish the root cause of an issue and determine how to resolve it.
- Maintain comprehensive, professional records of client issues and their resolution.
Candidate Experience and Skills
- Bring one to two years of customer service experience and strong service skills.
- Have previous experience in payroll or a related industry, college experience, and knowledge of Xero and QuickBooks.
- Communicate clearly in writing and conversation, adapting effectively to different types of clients.
- Listen attentively and respond with patience, empathy, flexibility, and strong interpersonal skills.
- Manage several tasks at once while remaining organized and attentive to detail.
- Take initiative, work with a sense of urgency, and respond to inquiries promptly and professionally.
- Be receptive to coaching and willing to learn, with an interest in contributing to a rapidly growing organization.
Preferred: A college degree is strongly preferred.
Location and Pay
The role is remote within the United States. Working from anywhere in the U.S. is available; the Atlanta headquarters at Ponce City Market is an option for people who live in the Atlanta metro area. One Support Specialist is being recruited.
The posted hourly range is $24–$25. At an assumed 2,080 hours per year, that corresponds to approximately $49,920–$52,000 annually; this is a calculated equivalent, not a promise of annual earnings. Final offers depend on factors including experience and expertise and may differ from the listed range. The compensation package also includes bonus and stock option opportunities; amounts are not specified.
Benefits and Professional Growth
- Four weeks of paid time off and paid holidays.
- Medical, dental, and vision coverage.
- Short-term and long-term disability coverage and life insurance.
- Fertility benefits and parental leave.
- A 401(k) plan with a company match.
- Opportunities to develop alongside a team with payroll expertise and a growing SaaS product.
Applications should be submitted through the official career page. Recruiters do not ask for payments, financial account information, or sensitive information such as Social Security numbers. The workplace is committed to equal employment opportunity and welcomes candidates from different backgrounds and experiences.