Employee Support Specialist

La Ceiba, Atlantida, San Pedro Sula, Cortés, Honduras

Full Time

Mid Level

POSITION SUMMARY
We are seeking a dedicated and qualified Employee Support Specialist to join our team. If you’re passionate about providing outstanding service and enjoy being the helpful voice that clients and their employees rely on, we want to hear from you.

As the Employee Support Specialist, you will serve as the first point of contact within our dedicated support center. You will provide exceptional Tier 1 support and expertly guide users through common inquiries related to our employee portal, onboarding, payroll, benefits, and workers' compensation. Your mission is to ensure every interaction is resolved efficiently and positively, playing a vital role in our clients' daily operations and success.

Essential Duties and Responsibilities

Deliver exceptional customer service and support by providing timely, accurate, and empathetic assistance to clients and their worksite employees across a range of topics.
Guide users through portal-related needs, including registration, navigation, password resets, user account management, and troubleshooting access issues.
Support employee onboarding by partnering with our Implementation Department to ensure a seamless transition onto the platform.
Manage employee data updates by assisting employees with updating critical personal information, including direct deposit details and address changes.
Clarify payroll inquiries, including explaining pay stub details, deductions, and research direct deposit discrepancies or payroll delays.
Maintain accurate records by logging all employee interactions and support cases within our CRM system.
Escalate appropriately, identifying and routing complex inquiries to Tier 2 support or specialized departments (e.g., Payroll, Benefits, HR).
Actively contribute to the team's internal knowledge base by sharing insights, feedback, and solutions to improve internal documentation and processes
Achieve performance standards by meeting or exceeding metrics related to efficiency, resolution time, accuracy, and customer satisfaction.
Assist with enterprise-wide projects and across-functional initiatives as needed

Minimum Qualifications (Knowledge, Skills, and Abilities)

High school diploma or GED equivalent.
Minimum of 1-2 years of customer service experience, preferably in a call center, help desk, or client support environment.
Exceptional communication skills (verbal, written, and active listening).
Strong problem-solving and analytical abilities with a keen attention to detail.
Demonstrated proficiency navigating computer systems including CRM software and Microsoft Office Suite.
Ability to multitask, manage time effectively, and thrive in a fast-paced, high-volume environment.
A customer-first mindset with a professional mindset, patient, and empathetic approach to resolving inquiries.

Preferred:

Associate's or Bachelor's degree.
Experience working within a PEO or having direct exposure to HR, payroll processing, or benefits administration concepts.

Note: This description indicates, in general terms, the type and level of work performed and responsibilities held by the team member(s). Duties described are not to be interpreted as being all-inclusive or specific to any individual team member.

No Third Party Agencies or Submissions Will Be Accepted.

Our company is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. DFWP

Opportunities posted here do not create any implied or express employment contract between you and our company / our clients and can be changed at our discretion and / or the discretion of our clients. Any and all information may change without notice. We reserve the right to solely determine applicant suitability. By your submission you agree to all terms herein.

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Employee Support Specialist

Deliver exceptional customer service and support by providing timely, accurate, and empathetic assistance to clients and their worksite employees across a range of topics.

Guide users through portal-related needs, including registration, navigation, password resets, user account management, and troubleshooting access issues.

Support employee onboarding by partnering with our Implementation Department to ensure a seamless transition onto the platform.

Manage employee data updates by assisting employees with updating critical personal information, including direct deposit details and address changes.

Clarify payroll inquiries, including explaining pay stub details, deductions, and research direct deposit discrepancies or payroll delays.

Maintain accurate records by logging all employee interactions and support cases within our CRM system.

Escalate appropriately, identifying and routing complex inquiries to Tier 2 support or specialized departments (e.g., Payroll, Benefits, HR).

Actively contribute to the team's internal knowledge base by sharing insights, feedback, and solutions to improve internal documentation and processes

Achieve performance standards by meeting or exceeding metrics related to efficiency, resolution time, accuracy, and customer satisfaction.

Assist with enterprise-wide projects and across-functional initiatives as needed

Apply for this position