About OnPay
OnPay is a fast-growing software company headquartered in Atlanta offering a modern cloud-based payroll, HR, and benefits solution for small to midsize businesses. We’re currently seeking talented and curious individuals to join our team. We want to hear from you if you are interested in joining an exciting and fast-growing company! Learn more at OnPay.com
Job Summary:
OnPay is seeking a client-focused, highly collaborative and experienced individual to join our Client Success (CS) organization. The CS organization is responsible for helping our clients identify and resolve issues in a simple and transparent way. The Advanced Support Consultant serves as a primary point of support to our CS teams and clients for more complex items that relate to payroll tax - rules, regulations, compliance, operations, product, etc.
We do not accept in-person applications, please apply using our careers site.
Role and Responsibilities:
Serve as an additional layer of support to Client Services teams and OnPay clients on more complex payroll tax-related issues. This includes, but is not limited to, issues related to employment tax, quarterly/annual reconciliations, compliance, reviewing agency notices and assessments, and other tax inquiries
Act as an ambassador for OnPay by driving Client satisfaction through effective communication and impactful engagement
Provide client support via ticket management system to effectively troubleshoot and resolve employment tax issues
Collaborate with cross-functional teams to assist in identifying and driving best practices for process improvement
Take ownership and drive resolution while keeping internal/external clients appropriately informed
Proactively analyze problems and drive root cause resolution to prevent recurrences
Provide client with support regarding the resolution of tax issues
Effectively troubleshoot problems and identify solutions for clients and internal teams
Assist in identifying and driving best practices for process improvement
Traits and Skills We Seek:
Commitment to a high standard of client engagement
Excellent organizational, problem-solving, and analytical skills to drive root cause resolution
Strong discovery and listening skills - demonstrate the ability to ask effective discovery questions, understand the client’s objectives and/or issue, and prioritize actions to bring to close matters while exercising patience and empathy
Strong attention to detail - capture and follow up on action items, and set appropriate expectations on complex matters
Effective decision-making skills - ability to coordinate efforts across various functional teams and engage appropriate resources
Self-starter - operate with a sense of urgency
Genuineness and desire to make a meaningful impact at a fast-growing, exciting company
Education and Experience
3+ years of HCM and/or payroll customer service experience required
Strong understanding of employer tax principles and proven experience with payroll and tax operations (e.g. tax notice resolution, amendment processing, etc), HCM software or related fields.
College experience (degree strongly preferred)
Experience with CRM platforms and MS Excel
G-Suite, Xero and QuickBooks knowledge a plus
Perks:
A casual team-oriented environment with a solid work-life balance and flexible work options
Competitive pay including bonuses and stock options
Four weeks of paid time off plus paid holidays and generous Parental Leave
Medical, Dental, Vision, Short-term/Long-term Disability, and Life Insurance
On-site training at our Ponce City Market HQ
Stocked kitchen with a variety of snacks and drinks
Ponce City Market employee discounts & more!
Recruiting Fraud Alert:
To all candidates: your personal information and online safety are top of mind for us. At OnPay, recruiters only direct candidates to apply through our official career page at careers.onpay.com
Recruiters will never request payments or ask for financial account information or sensitive information like social security numbers. If you are unsure if a message is from OnPay, please email careers@onpay.com
OnPay is proud to be an equal-opportunity workplace dedicated to pursuing and hiring a diverse workforce. We want candidates from multiple backgrounds and lifestyles to create a broader set of perspectives. We make all employment decisions without regard to gender, sexual orientation, gender identity, race, color, religion, age, pregnancy, national origin, veteran status, disability, or any other classification protected by applicable laws.
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