Employee Support Specialist

About the role

We are looking for a dedicated Employee Support Specialist to serve as the first point of contact in our support center. The role focuses on Tier 1 assistance for employee portal, onboarding, payroll, benefits, and workers’ compensation inquiries, ensuring efficient and positive resolutions.

Key responsibilities

• Provide timely, accurate, and empathetic assistance to clients and worksite employees across a range of HR topics.
• Guide users through portal registration, navigation, password resets, account management, and access troubleshooting.
• Partner with the Implementation Department to support seamless employee onboarding onto the platform.
• Assist employees in updating personal data such as direct deposit details and address changes.
• Explain payroll details, deductions, and investigate direct‑deposit discrepancies or delays.
• Log all interactions and support cases in the CRM system.
• Escalate complex issues to Tier 2 support or specialized departments (Payroll, Benefits, HR).
• Contribute to the internal knowledge base with insights and solutions.
• Meet performance metrics for efficiency, resolution time, accuracy, and customer satisfaction.
• Support enterprise‑wide projects and cross‑functional initiatives as needed.

Required profile

• High school diploma or GED; associate’s or bachelor’s degree preferred.
• 1–2 years of customer service experience, preferably in a call‑center or help‑desk environment.
• Excellent verbal and written communication, active listening, and problem‑solving abilities.
• Detail‑oriented with the ability to multitask in a fast‑paced, high‑volume setting.
• Customer‑first mindset with patience and empathy.
• Experience with PEOs or exposure to HR, payroll, or benefits administration is a plus.

Required skills

• Proficiency with CRM software.
• Strong knowledge of Microsoft Office Suite.