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Associate, Payroll Support Jobs
Company | Humi |
Address | Canada |
Employment type | FULL_TIME |
Salary | |
Category | Transportation, Logistics, Supply Chain and Storage |
Expires | 2023-06-25 |
Posted at | 11 months ago |
Is it in your nature to always try and make others smile and feel at ease? Do your strong communication skills allow you to navigate the most challenging of situations? If these words resonate with you, then you would thrive as a Payroll Support Associate on the Humi team!
- You will triage all preliminary emails from new and existing customers
- You will write and create user friendly manuals and support guides on different product features and upgrades for customers.
- You will be the first point of contact for all incoming emails and tickets for the Client Experience team
- You will work with subject matter experts to resolve complex matters.
- You will build a strong payroll product knowledge to resolve customer inquiries, questions and concerns with accuracy and in a timely manner
- Shadow CX calls: HR, Payroll and BenefitsAttend an online in-house Payroll Bootcamp
- Receive a walkthrough of the client payroll implementation process
- Meet with the Director of HR for an HR 101
- Get introduced to the Client Experience (CX) teamGet introduced to Payroll stakeholders
- Receive access and training to CX tools: Hubspot, Zendesk, Airtable etc
- Manage day-to-day expectationsDiscuss KPIs
- Receive platform training on all our modules: HR, Payroll and Benefits
- Pair tackle client payroll tickets
- Demonstrate the ability to resolve client problems with accuracy and efficiency
- Assist the Payroll Services team to set up client accounts and gain experience on payroll processing
- Demonstrate excellent product knowledge
- Attend professional development workshops
- Be responsible for achieving KPIs and meeting with manager for weekly ticket reviews
- Demonstrate an affinity for troubleshooting and problem identification
- Demonstrate the ability to differentiate support requests from technical requests
- Own a macro project: CX initiatives to improve current processes and procedures, and establish new ones
- Demonstrate an understanding of when there is a risk of churn
- Participate in your first quarterly performance review
- Demonstrate an understanding of Humi processes and how to fit client processes to them
- Demonstrate strong communication skills in client problem solving
- Demonstrate strong organizational skills when logging support requests
- Demonstrate empathy; can put themselves in the clients shoes
- Demonstrate sound judgment in triage and escalation
- Demonstrate the ability to independently manage complex implementations with multiple requirements
- Demonstrate the ability to be articulate, a teaching partner for clients
- Continue to improve on the objectives above
- Demonstrate the ability to makes evidence and business-backed decisions when handling escalations
- Demonstrate an ability to analyze support requests and convey process expansion
- Participate in your first annual review
- Demonstrate the ability to consistently identify the root cause of an issue whether process or product related
- Demonstrate the ability to defuse tense situations
- Mentor new hires and assist with training
- Demonstrate the ability to convey technical requests with exact specifications
- Can grasp new tools and systems quickly – we use Zendesk as our ticketing system and main point of communication with our clients, Hubspot as our CRM, Slack for internal communication and coordination, Lattice for engagement, Notion for our planning, and track our tasks and projects in Asana
- Strong written and verbal communication skills
- Resonate strongly with all of our core values: Care about people's happiness, Takes ownership seriously, Respect people's individuality, Be honest, and have integrity
- Thrives in team environments and is able to work independently
- Thirst for learning and the ability to pick up new technology and concepts quickly
- Outgoing, friendly, and personable
- Problem solver
- 1+ years of customer service experience within Payroll
- Self motivated with a positive attitude and a sense of urgency
- Are eager to learn and grow – you’ve likely attended post-secondary education, continue to seek opportunities to level up your skills or have equivalent professional experience in a similar role
- Experience with performance management systems, HRIS products, or payroll products
- Have previous payroll experience
- Knowledge or experience with payroll regulations
- Maintain work-life engagement with flex hours and our Long(er) weekends initiative
- Be part of a high performing team of critical thinkers that thrive on problem solving
- Opportunity to work fully remote across Canada if you choose to
- Access leadership and growth opportunities as the company rapidly scales
- As a team that services the HR world, we are a team that understands you perform best in an environment that cares about their employees
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