Apply on Employer Site

Asure Software · 12 hours ago

Customer Support Specialist - Tax

Santa Ana, California, United States

Full-time

Onsite

Entry, Mid Level

$31/hr - $36/hr

2+ years exp

Asure Software is a company focused on Human Capital Management, helping businesses enhance their workforce management. The Customer Support Specialist - Tax provides expert support to reseller tax service clients, ensuring accurate and timely assistance with payroll tax inquiries and building strong client relationships.

Human ResourcesSaaSSchedulingSoftware

No H1B

Responsibilities

Serve as the single point of contact for assigned reseller clients

Build and maintain strong relationships to ensure client satisfaction and retention

Establish regular meetings with resellers to review open items, issue status, and account updates

Provide timely, accurate responses to client inquiries and manage cases within defined service levels and KPIs

Support clients in the setup of new tax types and agencies, ensuring receipt of required authorizations, TPA assignments, ID updates, and rate/frequency changes

Partner with resellers on SUI (State Unemployment Insurance) rate updates, withholding payment frequencies, and ID number resolutions

Assist in resolving unfiled returns, unpaid taxes, missing agencies, and payroll import errors or holds

Collaborate with resellers during quarterly and year-end payroll tax reporting to meet deadlines

Help identify and reconcile variances, correct import exceptions, and manage quarter-end adjustments as needed

Work closely with accounting teams to resolve funding issues, including reversals, NSFs, and funding discrepancies

Provide guidance and technical assistance on the APTM system and related tax processes

Assist in training resellers on system functionality, features, and best practices

Create standard operating procedures (SOPs), knowledge base articles, or training materials as needed

Partner with internal teams and management to troubleshoot issues and develop solutions

Identify opportunities to improve internal processes, enhance client experience, and increase operational efficiency

Participate in special projects as assigned

Maintain compliance with all internal procedures and external tax regulations, escalating issues when necessary

Qualification

Payroll tax experienceMulti-state taxationPEO environment experienceMicrosoft Office proficiencySalesforce proficiencyCustomer support experienceAttention to detailProblem-solving skillsCommunication skillsOrganizational skills