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Company

Asure Software · 7 hours ago

Tax Customer Support Specialist - Remote (1992)

Santa Ana, CA

Full-time

Remote

Entry, Mid Level

$27/hr - $30/hr

2+ years exp

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Responsibilities

Performs all duties in compliance with internal procedures, external regulations and brings compliance issues to the attention of Manager.

Provides excellent customer service and support to reseller customer base. Single point of contact for reseller. Fosters and maintains relationships with reseller customer base.

Establishes and maintains meeting cadence with each reseller to review status of issues, accounts and any open items.

Responds to inquiries in an accurate and timely manner and maintains cases within established metrics and KPIs

Assists in client setup of new tax types/agencies which includes timely and compliant receipt of authorizations, TPA Assignments, ID number updates and rate/frequency updates.

Assists and partners with reseller on SUI rate updates to ensure accurate UI payments, frequency updates for timely withholding payments, and ID number updates and resolution of applied for statuses.

Partners with reseller to resolve unfiled returns, unpaid taxes, missing agencies and payroll import errors/holds.

Partners with reseller during quarter and year end payroll tax reporting to meet established deadlines. Assists with qtr/year end import exception/error resolution, variances and reconciliation to ensure all clients are processed timely and accurately. Assists with notification and collection of quarter end adjustments.

Resolves funding issues by partnering with reseller and accounting team to post reversals, resolve NSFs, validate funds and resolve funding discrepancies.

Provides guidance and technical assistance to the reseller on the APTM product. Assists in training of the APTM product as needed.

Works closely with team, other departments and management to troubleshoot issues and assist in resolutions.

Meets service level agreements as established by Asure

Creates standard operating procedure documents or training guides as needed

Completes special projects and coordinates with Manager on progress

Other duties as assigned

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Payroll tax experienceMulti-state taxationCustomer support experienceMicrosoft OfficePayroll softwarePEO experienceSalesforcePayroll tax softwareProblem resolution skillsTeam building skillsRelationship building

Required

Minimum 2 years of payroll tax payment and/or filing experience

Minimum H.S. diploma/GED equivalent

Proficient attention to detail and organization skills

Established problem resolution, team building and decision-making skills

Strong computer and technical skills including but not limited to Microsoft Office (Excel, Word), Outlook, Salesforce, payroll software and payroll tax software

Strong communication skills- written and verbal

Strong interpersonal skills

Demonstrated ability to learn and apply basic concepts in new situations

Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards

Ability to collaborate and work in a team environment, as well as work independently and make sound decisions

Ability to multi-task and/or pivot in a changing priority environment

Ability to proactively build and maintain effective relationships with people (internal & external)

Ability to deliver timely and accurate results