Payroll Tax Support Specialist

6 days ago

Rolling Meadows, Illinois, United States PrismHR Full time
Job Summary

We are seeking a highly skilled and dedicated Payroll Tax Support Specialist to join our dynamic team in the payroll software industry. As a Payroll Tax Support Specialist, you will specialize in all aspects of payroll tax, providing expert guidance and assistance to our customers.

Key Responsibilities
  • Provide specialized support to customer users regarding payroll tax inquiries, issues, and the PrismHR software application.
  • Analyze customer-reported symptoms, gather relevant information, and evaluate the issue to determine the underlying problem.
  • Escalate application defects and priority issues to the appropriate teams while ensuring timely resolution.
  • Interact with customers to respond to inquiries, address concerns, and provide resolutions to reported payroll tax issues.
  • Offer alternative solutions when appropriate to prevent disruptions in customer activities.
  • Follow up with customers through communication channels to ensure satisfactory resolution of their payroll tax concerns.
  • Maintain strict confidentiality of customer and employee information to protect operations.
  • Foster strong customer relationships by making customer needs a primary focus and delivering exceptional service.
  • Stay updated with the latest information, changes, updates, and new releases related to payroll taxes.
  • Collaborate with the Quality Assurance (QA) department to assist in product testing.
  • Contribute to written documentation, such as the Knowledge Base, to provide comprehensive resources for customers and internal employees.
  • Provide occasional training sessions for internal employees and external customers on payroll tax-related topics.
Requirements
  • Proven experience with PrismHR, HRPyramid, or other PEO or ASO software preferred.
  • Excellent communication and presentation skills, with the ability to effectively convey information to both technical and non-technical audiences.
  • Strong knowledge of HRIS systems, including payroll, benefits, and human resources.
  • In-depth understanding of payroll and payroll accounting operations.
  • Demonstrated ability to handle antagonistic situations effectively and employ appropriate interpersonal styles and methods to reduce tension or conflict.
  • Bachelor's degree or equivalent combination of training and experience.
  • 1-3 years of experience in a customer support position desired, but not required.
  • Familiarity with Vertex, Mastertax, Quickbooks, Peachtree, or Great Plains software.
  • Experience in setting up and maintaining Customer Accounting in PrismHR and a general understanding of Financial Accounting.
  • American Payroll Association certification is a plus.
  • Excellent problem-solving, troubleshooting, and listening skills.
  • Strong phone etiquette and exceptional interpersonal skills.
  • Ability to work independently with exceptional attention to detail.
  • Proficiency in Microsoft Office Suite.

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