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OnPay · 1 month ago

Advanced Support Consultant (Payroll Tax)

Atlanta, GA

Full-time

Hybrid

Mid Level

$28.84/hr - $31.25/hr

3+ years exp

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. The Advanced Support Consultant serves as the primary point of support to Client Service teams and clients for more complex items related to payroll tax rules, regulations, compliance, operations, products, and other matters.

Bookkeeping and PayrollEmployee BenefitsFinancial ServicesFinTechHuman ResourcesSaaSSoftware

Growth Opportunities

Responsibilities

Serve as an additional layer of support to Client Services teams and OnPay clients on more complex post-payroll tax filing-related issues. This includes, but is not limited to, issues related to employment tax, quarterly/annual reconciliations and filings 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 a 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 the 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

Qualification

HCM experiencePayroll tax operationsClient supportCRM platformsMS ExcelG-Suite knowledgeXero knowledgeQuickBooks knowledgeProblem-solving skillsOrganizational skillsAttention to detailEffective decision-makingSelf-starter

Required

3+ years of HCM and/or employment tax filing, 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

Experience with CRM platforms and MS Excel

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 practical discovery questions, understand the client's objectives and/or issue, and prioritize actions to bring matters to a close 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

Preferred

College experience (degree strongly preferred)

G-Suite, Xero and QuickBooks knowledge a plus

Benefits

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!