Payroll Support Specialist

About the role

HCM Customer Support Team Members assist with the customer’s utilization and optimization of the iSolved software. Under general supervision, they help customers maximize the functionality of iSolved HCM by fielding customer calls, video calls, and web-form inquiries, providing appropriate responses, ensuring the customer understands the application, and is trained to use the HCM solution in their environment.

Responsibilities

• Provide inbound application and functional support for iSolved HCM solutions by phone, video call, e-mail, and webform.
• Participate in Level 1 Support phone and video call queue to assist all clients as needed.
• Appropriately escalate issues for customers as needed to supervisor.
• Schedule and conduct follow-up on unresolved issues within prescribed service level objectives.
• Conduct all customer contact with a high degree of professionalism and technical proficiency supporting the Wipfli culture.
• Maintain accurate customer files and communication logs. Document all communications.
• Other projects and related work as directed.

Requirements

• Associates degree or equivalent educational experience.
• Minimum of 2 years of payroll experience.
• Experience in supporting HCM solutions, including Payroll, or web-based applications.
• CPP, FPC, or CEBS certification is desirable.

Skills

• Experience with Microsoft Office products, other computer software applications, and use of the Internet.
• Exceptional customer service, organizational skills, and attention to detail.
• Proven communication skills with professional telephone and video presence, clear and concise verbal and written skills, and ability to clearly identify a customer’s concern and effectively solve problems.
• Ability to multi-task and work effectively in a fast-paced environment.
• Issue analysis, troubleshooting, and problem-solving skills.
• A strong product, service, and technical background with experience in supporting HCM solutions including Payroll, or web-based applications is preferred.

Pay

The estimated base pay range for this role is $21 - $28 per hour. Offers are typically not made at the maximum, allowing for future salary increases. The actual salary at the time of offer depends on business-related factors like location, skills, experience, training/education, licensure, certifications, business needs, current associate pay, and relevant employment laws. Individuals may be eligible for an annual discretionary bonus, subject to participation rules and based on a variety of factors including, but not limited to, individual and firm performance.

Benefits

• 8 health plan options (both HMO & PPO plans).
• Dental and vision coverage.
• Opportunity to enroll in HSA with potential firm contribution.
• Employee Assistance Program.
• Firm-sponsored basic life and short- and long-term disability coverage.
• 401(k) savings plan & profit share, plus firm matching contribution.
• Well-being incentive.
• Education & certification assistance.
• Flexible time off.
• Family care leave.
• Parental leave.
• Family formation benefits.
• Cell phone reimbursement.
• Travel rewards.
• Voluntary benefits including critical illness & accident insurance, hospital indemnity insurance, legal, long-term care, pet insurance, ID theft protection, and supplemental life/AD&D.

Eligibility for all benefits programs is dependent on annual hours expectation, position status/level, and location.