Product Support Specialist

Job Description :

We are looking for a Payroll Product Support Specialist to provide high-quality customer support for payroll products and services. The role involves assisting customers with payroll setup, processing, troubleshooting, payment corrections, workflow navigation, and other payroll-related queries.

The ideal candidate will have experience in Payroll, Accounting, Bookkeeping, Finance Operations, Employee Payments, Tax Processing, AP, AR, Billing, or related domains, along with strong customer service and product troubleshooting skills.

The successful candidate will independently manage customer cases across voice, chat, and email, ensuring timely resolution, accurate documentation, customer satisfaction, and adherence to quality and process standards.

Key Responsibilities:

• Provide customer support for payroll products and services through voice, chat, and email.
• Assist customers with payroll setup, processing, payment corrections, employee payments, payroll taxes, deductions, and related workflows.
• Troubleshoot product and application issues and guide customers through appropriate solutions.
• Support customers with product navigation, installation, configuration, and "how-to" queries.
• Diagnose and resolve moderate-complexity customer issues independently.
• Take end-to-end ownership of customer cases from initial interaction through resolution.
• Maintain accurate and detailed case notes, customer records, and troubleshooting documentation.
• Ensure all cases are handled in accordance with SOPs, quality standards, compliance requirements, and process guidelines.
• Identify customer requirements and provide relevant information about product features, upgrades, and additional capabilities.
• Identify high-intent sales opportunities and either support the sales conversation or pass qualified leads to the appropriate sales team.
• Deliver a consistently positive customer experience and contribute to CSAT and customer retention.
• Meet and maintain key performance metrics including Quality, CSAT, Productivity, AHT, and Case Resolution, as applicable.
• Handle customer queries independently with minimal supervision.
• Collaborate with internal teams when escalation or additional product expertise is required.
• Continuously develop product, payroll, accounting, and troubleshooting knowledge.

Required Qualifications:

• Bachelor's degree in Commerce, Finance, Accounting, Business Administration, or a related discipline.
• 13 years of experience in product support, SaaS support, customer support, technical support, or a related environment.
• Mandatory experience in one or more of the following:
  
• Payroll
• Accounting
• Bookkeeping
• Finance Operations
• Employee Payments
• Tax Processing
• Accounts Payable (AP)
• Accounts Receivable (AR)
• Billing
• Financial Operations

• Experience supporting payroll products or payroll processing workflows is preferred.
• Experience handling international voice/customer support processes.
• Good understanding of payroll concepts such as:
  
• Pay runs
• Direct deposits
• Payroll taxes
• Employee deductions
• Employee payments
• Payroll processing and corrections

• Basic to intermediate knowledge of accounting and financial concepts.
• Strong product troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Versant B2+ to C1 proficiency preferred.
• Experience working with CRM or case management tools.
• Ability to manage multiple customer interactions and work effectively in a multichannel support environment.

Preferred Skills

• Payroll Product Support
• SaaS Customer Support
• International Voice Process
• Customer Service
• Product Troubleshooting
• Payroll Processing
• Accounting & Bookkeeping
• Finance Operations
• Tax Processing
• CRM / Case Management
• Multichannel Support
• Problem Solving
• Customer Relationship Management
• Sales Opportunity Identification