About the Job:
The Payroll & HR Support Specialist will resolve platform or service problems by clarifying the customer's inquiry, determining the cause of the issue, and providing the best resolution in real time and/or follow up communications.
This role is 50/50: deep technical troubleshooting and hands-on, high-touch customer communication. You'll own the customer relationship through resolution, not hand off after diagnosis.
This is application/product support for Arcoro's SaaS platform. Not IT helpdesk, desktop support, or network administration. You won't be resetting passwords or fixing laptops; you'll be diagnosing why a payroll calculation, integration, or benefits rule is behaving unexpectedly inside our software
What You Will Be Doing:
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Provide full client HRIS program support
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Triage customer issues and follow support guidelines for escalation to second level support staff and/or management as needed.
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Demonstrates a deep knowledge of payroll processing and tax compliance
- Resolves product or service problems by clarifying the client's request, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution
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Respond to support requests via tickets, chat, email, and phone successfully in a fast-paced environment
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Work closely with product & development teams to identify and address recurring payroll software bugs.
- Understand and utilize the appropriate escalation path
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Maintain client relationships by servicing clients with a will-do attitude
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Demonstrate concern for satisfying external and/or internal clients
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Demonstrates the ability to tackle a problem by using a logical, systematic, sequential approach
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Regularly monitor communication through all company channels (Zendesk, Outlook, Teams, etc).
- Other customer care-related support duties as assigned
Preferred Qualifications:
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An up-to-date Fundamental Payroll Certification or equivalent credentials
- Strong understanding of payroll compliance and regulations.
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3 + years of experience in a customer service, B2B SaaS customer support, technical service, or other related support role & payroll experience.
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1+ Year experience supporting benefits, Payroll, or other relevant software functionality.
- Strong customer service, communication, and interpersonal skills.
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Hybrid – in PHX office as outlined by role.
- Proficiency with MS Office Suite, especially Excel and Outlook
Salary Range:
$55,000-$65,000 DOE
Perks and Benefits:
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Competitive salary
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401(k) with Company match
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Medical/Dental/ Vision, STD/LTD, Life Insurance
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Flexible PTO and Company-paid holidays
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Hybrid work
About the Company
A rapidly growing SaaS company, Arcoro offers proven modular HR solutions for the construction and contracting industries. Our product suite and software platform provides end-to-end HR functionality to help drive business outcomes, enabling companies to better manage the entire employee lifecycle through improved candidate quality and flow, shortened time to hire, centralized learning and improved employee productivity. Our HR solutions integrate with top construction ERP systems further positioning Arcoro as a leader in proven modular HR solutions. With Arcoro’s flexible solutions, customers select the modules that meet their needs for talent acquisition, talent management, core HR, benefits administration, time and attendance tracking and more. Arcoro has over 7000 customers across North America.
Arcoro is a Fair and Equal Opportunity Employer
Arcoro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
