Advanced Support Consultant I (Payroll Tax)

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

We do not accept in-person applications. Please apply using our careers site.

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 related to (but not limited to) tax, product, and operations.

Duties/Responsibilities:

• Serve as an additional layer of support to Client Services teams and OnPay clients on more complex product, tax, and process-related issues

• Take ownership and drive resolution to while keeping appropriate parties informed

• Collaborate with cross-functional teams as needed to resolve issues

• Proactively analyze problems and drive root cause resolution to prevent recurrences

• Provide our clients with support regarding the resolution of issues via the online portal and phone

• Effectively troubleshoot problems and identify solutions for clients and internal teams

• Assist in identifying and driving best practices

• Serve as an ambassador for OnPay by driving Client satisfaction through effective communication and impactful engagement

Traits and Skills We Seek:

• Commitment to a high standard of customer 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 a 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

• College experience (degree strongly preferred)

• Proven experience with payroll and tax operations, HCM software or related fields

• 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

• A comprehensive benefits package which includes four weeks of paid time off plus paid holidays, Medical, Dental, Vision, Short-term/Long-term Disability, Life Insurance, Fertility Benefits, Parental Leave, and a 401(k) plan plus a company match

• On-site training at our Ponce City Market HQ

• Stocked kitchen with a variety of snacks and drinks

• Ponce City Market employee discounts & more!

The pay rate for the role is $28.84-$31.25 in Atlanta, GA. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amounts listed above.

Recruiting Fraud Alert:

To all candidates: Your personal information and online safety are at the top of our minds. 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 [email protected]

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.