Customer Support Specialist

Who we are

Over 600 employees strong, Asure sees Human Capital Management (HCM) through the lens of entrepreneurs and executives with an owner's mentality. We help businesses develop their "Human Capital" to get to the next level, stay compliant, and allocate their time, money and technology toward growth. Our HCM platform empowers more than 100,000 clients to build great teams and better manage their people while staying compliant in an ever-changing HR legislative landscape. Asure's HCM offering includes Payroll & Tax, HR, and Time & Attendance software and HR Services ranging from online compliance tools to a fully outsourced HR department.

This is an on-site position and can be based from any of Asure's hub office locations including Austin, TX; Santa Ana, CA; Burlington, VT; Cherry Hill, NJ; Rochester, NY; Tampa, FL; or Cherry Hill, NJ

How you will contribute

The Customer Tax Support Specialist provides expert support to Asure's reseller tax service clients. This role ensures clients receive accurate, compliant, and timely assistance with all payroll tax-related inquiries. The Specialist serves as the primary point of contact for assigned resellers, guiding them through Asure's Payroll Tax Management (APTM) system and related processes.

This position is ideal for someone who enjoys problem-solving, building client relationships, and helping others navigate payroll tax complexities. Strong communication, organization, and technical skills are key to success in this role.

Client Relationship Management

• Serve as the single point of contact for assigned reseller clients.

• Build and maintain strong relationships to ensure client satisfaction and retention.

• Establish regular meetings with resellers to review open items, issue status, and account updates.

• Provide timely, accurate responses to client inquiries and manage cases within defined service levels and KPIs.

Payroll Tax Support & Compliance

• Support clients in the setup of new tax types and agencies, ensuring receipt of required authorizations, TPA assignments, ID updates, and rate/frequency changes.

• Partner with resellers on SUI (State Unemployment Insurance) rate updates, withholding payment frequencies, and ID number resolutions.

• Assist in resolving unfiled returns, unpaid taxes, missing agencies, and payroll import errors or holds.

• Collaborate with resellers during quarterly and year-end payroll tax reporting to meet deadlines.

• Help identify and reconcile variances, correct import exceptions, and manage quarter-end adjustments as needed.

• Work closely with accounting teams to resolve funding issues, including reversals, NSFs, and funding discrepancies.

Training & Technical Support

• Provide guidance and technical assistance on the APTM system and related tax processes.

• Assist in training resellers on system functionality, features, and best practices.

• Create standard operating procedures (SOPs), knowledge base articles, or training materials as needed.

Collaboration & Continuous Improvement

• Partner with internal teams and management to troubleshoot issues and develop solutions.

• Identify opportunities to improve internal processes, enhance client experience, and increase operational efficiency.

• Participate in special projects as assigned.
• Maintain compliance with all internal procedures and external tax regulations, escalating issues when necessary.

Qualifications

• High school diploma or GED required; college degree preferred

• Minimum of 2 years of payroll tax payment and/or filing experience.

• Experience with multi-state and multi-client payroll taxation preferred.

• Prior experience with a PEO (Professional Employer Organization) environment preferred.

• Previous customer support or service experience preferred.

• Strong attention to detail, organization, and problem-solving skills.

• Proficiency in Microsoft Office (Excel, Word), Outlook, Salesforce, and payroll/tax software.

• Excellent written and verbal communication skills; able to build rapport with clients and internal teams.

• Comfortable working in a structured, performance-based environment with high ethical standards.

• Able to manage multiple priorities, work independently, and make sound decisions.

• Demonstrated ability to deliver timely, accurate results and maintain effective relationships.

Compensation

The base range for this role is $31.00-$36.00 per hour depending upon level of experience.

This role offers a comprehensive benefit package.

Benefits

• Medical, Dental, Vision, HSA, FSA- All effective on day 1

• Company paid Basic Life Insurance, A+D, Long-Term Disability, and Short-Term Disability

• 401K Program with 3% safe harbor contribution

• Employee Stock Purchase Program

• Fitness Reimbursement Program
• Self-Managed PTO

We are an equal opportunity employer. All candidates must be legally authorized to work in the US, as we are unable to sponsor or transfer Visas at this time.

NO AGENCIES PLEASE

Any unsolicited resumes sent to Asure Software from a third party, such as an Agency, including unsolicited resumes sent to Asure's mailing address, fax machine or email address, directly to employees or hiring managers will be considered Asure property. Asure will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

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