Customer Support Specialist - Payroll Integration

Responsibilities

• Become a product expert and provide accurate guidance to customers and colleagues.
• Own customer issues from initial contact through resolution.
• Respond to inquiries through email, chat, and video conferencing.
• Troubleshoot payroll and accounting integration failures, including GL sync errors, journal entry issues, API connectivity problems, sync errors, and data mapping issues.
• Diagnose customer complaints, explain solutions, and follow up to confirm resolution.
• Document and track customer interactions, transactions, comments, and complaints in the CRM system.
• Gather customer feedback and collaborate with Product and Engineering teams to improve products and services.
• Maintain current knowledge of company policies, procedures, and product updates.
• Manage high-volume, multi-channel support while meeting schedules and deadlines.
• Deliver exceptional customer service and ensure customer satisfaction.

Requirements

• Bachelor's degree.
• 2+ years of technical customer support experience in a SaaS business.
• Hands-on experience with APIs, integrations, or payroll processes.
• Basic understanding of accounting concepts, including journal entries, chart of accounts, and GL mapping.
• Strong troubleshooting, problem-solving, attention-to-detail, time-management, prioritization, written communication, and verbal communication skills.
• Excellent English communication skills.
• Willingness to work night shifts from 6:30 PM IST to 7:00 AM IST, for any 9-hour shift.

Nice-to-haves

• Experience with QuickBooks Online, NetSuite, Sage Intacct, or Xero.
• Familiarity with payroll operations, including pay runs, earnings codes, deduction types, and payroll-to-accounting data flows.
• Experience with REST APIs, webhooks, or OAuth authentication.
• Background in payroll processing or bookkeeping.
• Familiarity with HRIS platforms.