Payroll Consulting
Employee
–
07/07/24
Payroll Consulting – In Country Canada (Remote)
Location: Remote Canada
Category: Customer Service
Purpose
The primary purpose of the Payroll Consultant role is to ensure the seamless implementation and ongoing support of Payroll and base HR modules on PaySpace for new and existing customers. This involves providing comprehensive assistance to customers and business partners through email and phone, analyzing their needs, resolving issues, and offering expert system guidance.
By effectively analyzing customer requirements, configuring the system, migrating data, and balancing figures, the Payroll Consultant plays a crucial role in successfully implementing a new customer.
Duties and Responsibilities:
Implementation:
Analyse, understand and accurately document customer requirements
Configure system according to the customer’s requirements
Migrate data from the customers current system to new system
Balance payroll data
Provide training to the users if required
Brainstorm with development and implementations manager to best satisfy new requirements and create specification documents for these items
Customer Support
Post-Implementation support: Provide support via email and/or telephone to new customers for a period of time after implementation until handover to support division
Prioritize each support ticket according to the service levels
Monitor own queue and track inbound calls to ensure service delivery
Filter and escalate tickets to the relevant departments based on the type of query and priority level and ensure timely resolution.
Monitor existing support tickets and conduct regular follow-ups on all escalated tickets to manage customer expectations.
Adhere to all new release updates and changes in compliance legislation that are communicated to maintain service delivery and minimize risk
General
Train and mentor new consultants on the system
Ad hoc consulting work as and when required by the customer
Test new system functionality by following the prescribed testing process
Assist with identifying new articles and updating the Knowledge Base
Developing and maintaining country specific documentation
Requirements
Minimum 5 years’ experience working within a payroll environment
Extensive knowledge of Payroll and country specific legislation
Strong analytical skills
Good problem solving skills
Display excellent communication skills
Must be based in Canada
French would be an advantage