Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture. 

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us! 

This is a fully remote position, allowing you to work from home or location of record within the U.S. with no in-office requirements.

You must be available five days per week during designated work hours.  The work arrangement for this role is subject to change based on business needs and individual performance. This may include adjustments to on-site requirements or schedule expectations, as necessary. 

 Schedule: 9AM - 6PM CST  

Position Overview: 

The Technical Support Specialist I is tasked with providing excellent support for Paylocity’s tax offerings. This is not your average Help Desk; you will be expected to be a tax subject matter expert and fully support any questions or issues that may arise. The TSS will be focused on service request completion, incident detection, reporting, and resolution, and excellent customer service. The ideal candidate is a great communicator and can translate technical system knowledge into actionable direction. Basic computer skills are necessary, as the TSS will use diagnostic tools, data entry applications with the Paylocity platform, Master tax, and office products, to assist with resolution. 

Our client’s contract with us to stay compliant with their tax reporting requirements. As a member of this team, you will assist our clients and internal partners with tax concerns and assist with resolution of outstanding issues in need of attention. This could include:

· In a timely manner, monitor and prioritize cases and phone calls from an end user experiencing concerns with software and other tax related concerns.

· Resolving request submitted by our internal partners. 

· Participate and/or lead client calls.

· Answering questions and providing resources to our internal partners via Microsoft TEAMS chats, calls and salesforce cases.

· Assist with IRS/State filing/amendment needs, notice details, tax set up questions.

· Provide support to our internal partners calling into our phone queue, with the ability to transfer the client.

· Create and/or update learning and resource materials as needed (i.e. PEAK, Vid Grid, etc.)

Important skills include attention to detail, ability to provide quick turnaround on client requests, good organizational skills as you will be working with multiple clients and multiple topics, ability to explain high level process as well as detailed information on actions which require follow-up, resourcefulness – ability to conduct research on the concerns and help point clients to the right regulations and follow up action needed.

Responsibilities:

· Monitor and prioritize request and complete in a timely manner.

· Support technical issues using various tools including but not limited to SF, Power Bi, Paylocity platform etc.

· Track and maintain interactions through the entire lifecycle.

· Learn and become an expert on application features, configuration, and team supported functions.

· Identify, diagnose, and resolve issues and critical incidents through research and analysis.

· Assist end-users on the modification of set up.

· Use intermediate to advanced Microsoft Excel skills to break down and analyze data.

· Assist in documentation where applicable.

· Work through high-level analytical problems for the best resolution.

· Possess a positive demeanor to work with individuals with minimal technological aptitude. Able to translate technical knowledge into actionable direction.

· Search multiple knowledgebases that use support developed articles or prior troubleshooting cases as examples using Keyword, and Wildcard searches.

Education & Experience:

· High School Diploma

· 1-3 years payroll experience

· Strong Microsoft Office applications. specifically, Excel

· Strong oral and written communication is a must for thorough and consistent follow-up.

· Ability to analyze data for high-level problem resolution.

· Technical aptitude to learn database tools, or other software or internally developed tools.

· Desire for continued learning

· Availability and flexibility to work varying shifts dependent on business needs.

Preferred Skills:

· Associate’s/bachelor’s degree or related field or equivalent years of work experience

· Previous experience in a help desk/software support environment is a plus.

· Paylocity User/Administrator experience preferred

Soft Skills:

· Team Player, collaborating with others to make awesome happen.

· Self-motivated – you like to work hard, play hard.

· Adaptable – quick feet! You can shift priorities if needed.

· Highly Organized – detail-oriented is your thing!

Paylocity is an equal-opportunity employer.

Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better. 

We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers. 

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

The base pay range for this position is $41,600 - 77,200 /yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.