Toast1 день назад
Customer Care Specialist - US Payroll
Зарплата не указана
Chennai
Обязанности
- 01Provide top-notch support via Chat, Voice, and Casework (Blended) channels
- 02Resolve payroll, tax, and product-related issues accurately, efficiently, and empathetically
- 03Support customers through payroll workflows including payroll processing, employee setup, direct deposits, tax withholdings, payroll corrections, reporting, and year-end activities
- 04Assist restaurant operators in understanding payroll processes, tax-related functionality, and product capabilities
- 05Troubleshoot payroll calculations, tax filing issues, employee records, earnings, deductions, benefits, and payroll configuration using internal systems and tools
- 06Communicate complex payroll and technical concepts clearly to customers
- 07Manage multiple customer interactions simultaneously while maintaining accuracy and attention to detail
- 08Collaborate closely with Payroll Operations, Tax Operations, and internal support teams to resolve complex customer issues
- 09Handle sensitive payroll and employee information with confidentiality and professionalism
- 10Continuously expand expertise in U.S. payroll regulations, tax concepts, Toast Payroll functionality, and emerging product capabilities
- 11Support process improvements, contribute to knowledge management, and help create a seamless payroll support experience
Требования
- 011–3 years of customer support experience, preferably supporting Payroll, HRIS, Tax, Financial, Accounting, or SaaS products
- 02Bachelor's degree in any discipline
- 03Top-notch verbal and written communication skills in English
- 04Experience supporting payroll, tax, financial, or related software products
- 05Strong understanding of U.S. payroll fundamentals, payroll processing, employee lifecycle, payroll taxes, deductions, earnings, direct deposits, and payroll compliance concepts
- 06Working knowledge of U.S. Federal, State, and Local payroll tax concepts, tax withholdings, W-2s, payroll adjustments, and year-end payroll activities
- 07Ability to explain payroll and tax concepts clearly, accurately, and empathetically to customers with varying levels of technical expertise
- 08Strong analytical and troubleshooting skills with the ability to investigate payroll discrepancies, system behaviour, and customer configuration issues
- 09Strong attention to detail and discretion when handling confidential payroll, tax, and employee information
- 10Ability to distinguish between product configuration issues, payroll processing errors, customer setup issues, and product defects to determine appropriate resolution paths
- 11Comfortable navigating multiple systems, CRM platforms, internal knowledge bases, diagnostic tools, and support applications simultaneously
- 12Ability to adapt quickly, multitask, and perform effectively under payroll deadlines and time-sensitive situations
- 13Customer-first mindset with empathy, accountability, and a collaborative attitude
- 14Fast typing skills and comfort using multiple tools and systems
- 15Willing to work in 24×7 rotational shifts and rotational week offs
- 16Flexible: Comfortable with night shifts & rotating shifts and business changes
- 17Dexterity: Willing to support across multiple channels chat, voice, and tickets
- 18Adaptable: Open to learning new systems and evolving technologies
- 19Collaborative: Ready to work across teams and adjust to process shifts
- 20Committed: Focused on delivering consistent results that meet SLAs and KPIs
Условия
- 01Shifts: Rotational (including weekends and holidays) within a 24x7 support structure
- 02Initial 6 months: Work from Office (Chennai)