Payroll & Customer Support Specialist (Hybrid)

TASKS

Payroll & Customer Support

• Provide timely and professional support to clients via email, phone, chat, and online meetings.

• Assist clients with payroll-related inquiries, system navigation, payroll processing, statutory compliance, and best practices.

• Investigate, troubleshoot, and resolve payroll and system-related issues while ensuring a positive client experience.

• Guide clients on the proper use of payroll features and functionalities.

• Monitor open cases, provide regular updates, and ensure timely resolution of client concerns.

Issue Investigation & Resolution

• Analyze payroll discrepancies, system behaviors, and client-reported issues to determine root causes.

• Utilize internal knowledge bases, support documentation, and available tools to investigate and resolve concerns.

• Escalate complex or product-related issues to Product and Engineering teams with complete documentation.

• Work collaboratively with internal stakeholders to identify product improvements and permanent solutions.

Documentation

• Maintain accurate and comprehensive documentation of client interactions, investigations, and resolutions.

• Create and manage support tickets while ensuring proper categorization and follow-through.

• Contribute to internal knowledge articles and process documentation to improve team efficiency and client self-service.

Client Experience

• Adhere to established Service Level Agreements (SLAs) and escalation procedures.

• Build strong relationships with clients by providing responsive, empathetic, and solution-oriented support.

• Gather client feedback and recommend improvements to enhance the payroll support experience and product usability.

Minimum Qualifications

• Experience taking in calls for Customer Support, Payroll Support, HRIS Support, or Technical Support, preferably in a SaaS environment.

• Working knowledge of payroll processes, payroll systems, and Philippine statutory government contributions, taxes, and payroll compliance.

• Knowledge of payroll annualization and year-end tax computation processes is preferred.

• Strong troubleshooting, analytical, and problem-solving skills.

• Excellent verbal and written communication skills with the ability to explain technical or payroll concepts in a simple and understandable manner.

• Strong customer service orientation with a passion for delivering exceptional client experiences.

• Highly organized with excellent attention to detail and documentation skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Resourceful, proactive, and solutions-driven.

• Collaborative team player with strong interpersonal skills.

Preferred Qualifications:

• Experience supporting HRIS or Payroll software.

• Familiarity with Philippine payroll legislation and statutory requirements.

• Experience using CRM or ticketing systems (e.g., Jira, Zendesk, Freshdesk, HubSpot, Salesforce).

• Basic understanding of APIs, integrations, or SaaS platforms is an advantage.

• Familiarity with AI-powered support tools or productivity applications is a plus.