Country Payroll Support Specialist

1 dia atrás

Maceió, Alagoas, Brasil beBeeExpert Tempo inteiro R$70.000 - R$120.000
Job Description

The role of a Customer Support Country Specialist involves providing effective support to customers and business partners via ticketing system or telephone. This includes analyzing needs, troubleshooting issues, and offering system guidance.


Responsibilities
  • Ticket Management: Identify, filter, and escalate tickets to the respective departments depending on the type of query and priority, ensuring timely resolution.
  • Monitor existing support tickets and conduct regular follow-ups on escalated tickets to manage customer expectations.
  • Support Desk Management: Consistently meet service level agreements by monitoring personal ticket queues and handling inbound calls promptly.
  • Proactively identify system or compliance issues reported by customers and business partners, escalating them to the manager and collaborating with relevant teams for resolution.
  • Stay current on product updates, system releases, and compliance legislation to optimize service delivery and minimize risk.
  • Technical Expertise and Troubleshooting: Perform advanced tax calculations and utilize system functions to resolve complex queries efficiently.
  • Troubleshoot complex system errors and address intricate customer issues as required.
  • Keep updated on Brazilian legislation to provide accurate guidance to customers and business partners, excluding legislative advice.
  • Attend monthly upskilling sessions ensuring a high pass rate.
  • Quality Assurance: Adhere to established quality assurance best practices, ensuring high standards in all interactions.
  • Regularly review and monitor personal performance metrics, including quality of advice, call duration, call type, and telephone etiquette.
  • Provide performance feedback to the Support Manager to maintain and enhance service quality.

Required Skills and Qualifications
  • Minimum 2-4 years' experience working within a payroll environment.
  • Fluency in English.
  • Excellent communication skills and commitment to quality customer service.
  • Strong analytical and problem-solving skills.
  • Display excellent phone and email etiquette.

Benefits

Our workforce deserves fair and competitive pay that meets them where they are. With scalable benefits, rewards, and perks, our total rewards programs reflect our commitment to inclusivity and access for all.


Some Things You'll Enjoy
  • Stock grant opportunities dependent on your role, employment status, and location.
  • Additional perks and benefits based on your employment status and country.
  • The flexibility of remote work, including optional WeWork access.

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