Payroll/HCM Client Support Specialist

About Payroll Network (PNI HCM)

Payroll Network (PNI HCM) partners with clients to resolve workforce, process, and business challenges so employers can achieve greater success through their associates. Payroll, HR, time, talent, benefits, compliance, and workforce management are delivered in a unified isolved platform that increases retention and productivity. Founded in 1998 and headquartered in Rockville, MD, Payroll Network (PNI HCM) has been recognized by The Washington Post and Washington Business Journal as a Top Workplace and is a proud supporter of the Cameron K. Gallagher Foundation in raising awareness about teenage depression and anxiety.

Job Summary

Under general supervision and in accordance with established policies and procedures, the Client Support Specialist I provides a variety of customer support services to PNI's isolved HCM payroll clients. This role is responsible for delivering high-quality service by utilizing strong communication, problem-solving, research, and analytical skills to resolve complex client issues. You will act as an advocate for our clients, ensuring that they receive premier support while meeting stringent deadlines and service standards in a fast-paced, dynamic environment.

Key Responsibilities

• Client Contact & Issue Resolution:
• Serve as the first point of contact for isolved HCM platform support, assessing client needs and providing effective solutions.
• Respond to and resolve client questions, issues, and concerns in person, by phone, via email, and through MS Teams (with camera enabled).
• Utilize tact, clear articulation, and a friendly, positive attitude in all communications.
• Escalate complex cases as needed while maintaining professionalism and empathy.
• Documentation & Case Management:
• Accurately and completely document all customer and internal interactions in our CRM system in a timely manner.
• Manage a heavy workload of incoming calls and support tickets efficiently.
• Cross-Department Collaboration:
• Facilitate open communications by working closely with other internal teams to ensure client success.
• Continuous Improvement & Professional Development:
• Consistently adhere to departmental key performance indicators and metrics.
• Meet and track 40 hours of continuing education annually through University courses, external training, and self-study.
• Additional Responsibilities:
• Perform other technical, operational, and client support duties as assigned by leadership.
  

What a Normal Day Looks Like

• Call & Ticket Volume:
• Handle an average of 10-20 calls per day with 6-7 hours logged on the phone.
• Process approximately 15-25 email tickets daily.
  
  

• Daily Activities:
• Prioritize and manage incoming support tickets promptly.
• Engage in follow-up communications to ensure client issues are resolved satisfactorily.
• Maintain detailed records of case resolutions and escalate issues when necessary.
  

What We're Looking For

• Experience & Knowledge:
• Payroll/HCM software industry experience required (isolved experience is strongly preferred).
• At least 3 years of experience in a client service, customer service, or technical support environment.
• Strong knowledge of payroll processing, tax regulations, and HR practices.
• Basic familiarity with payroll regulations is essential; candidates must articulate nuanced details (e.g., discussing state tax regulations intelligently) rather than giving generic answers.
• Communication & Interpersonal Skills:
• A positive, friendly attitude with strong organizational skills and attention to detail.
• Technical Proficiency:
• Proficient in the latest web technologies, various operating systems, and Microsoft Office.
• Familiarity with CRM systems and case management tools.
• Education & Certifications:
• BA/BS in Accounting, Finance, Business, Computer Science, or a related field, or equivalent education and experience preferred.
• Certifications such as Fundamentals of Payroll Certification (FPC), Certified Payroll Professional (CPP), or Professional in Human Resources (PHR) are highly desirable.
• Success in This Role Means:
• Meeting targets for case resolutions and maintaining high phone availability.
• Handling calls and support cases correctly while knowing when to ask for help and incorporate feedback.
• Demonstrating initiative, a strong work ethic, and genuine care for client satisfaction in our fast-paced environment.
• Schedule:
• Hours: 8:30 AM to 5:30 PM EST.
  

Does This Sound Like You?

You should consider joining our Payroll Network (PNI HCM) team if you enjoy working with technology and people, thrive in a dynamic environment, have a passion for client service, and continually seek to learn something new.

If This Sounds Like You, APPLY TODAY!

It only takes 3 minutes to start your new career with a fantastic company!

Equal Opportunity Employer Payroll Network, Inc. (PNI HCM) provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Payroll Network, Inc. (PNI HCM) complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Payroll Network reserves the right to conduct background investigations and reference checks on all of its potential employees. All employment offers, therefore, are contingent upon clearance of such a background investigation and satisfactory reference checks. Employment offers are also contingent upon compliance with Form I-9 completion timelines and confirmation of employment authorization by E-Verify.