APAC Payroll Support Specialist

Remote; Australia; Remote; AUD 28.000 - 71.000; Vollzeit

Zusammenfassung

Remote is building the infrastructure that makes global payroll and employment possible for everyone, everywhere. The Coordinator, Payroll Client Services is responsible for resolving customer payroll inquiries and supporting smooth payroll operations.

The role focuses on learning payroll processes, mastering support workflows, and resolving standard client issues efficiently. You’ll follow documented processes, escalate where needed, and grow payroll expertise across regions.

Aufgaben

• Resolve customer inquiries related to payroll processing, discrepancies, and platform usage.
• Ensure timely responses via email, chat, phone, and other channels that meet service level agreements (SLAs).
• Handle customer inquiries according to defined workflows and expectations, such as Remote values and Remote Customer Code.
• Gather necessary information to diagnose payroll issues accurately using the available tools, documentation and customer information.
• Escalate complex cases to senior team members following defined workflows.
• Document issue details and resolution steps clearly.
• Provide timely updates to customers regarding issue status and resolution timelines.
• Clarify customer questions related to payroll processes or platform functionality in customer understandable terms.
• Maintain professionalism and clarity in all written and verbal communication with customers.
• Follow internal workflows and support documentation to resolve cases consistently.
• Ensure accurate documentation of support tickets and case outcomes.
• Adhere to defined SLAs and operational guidelines.
• Identify and bring up recurring issues or gaps in documentation or processes to help improve team efficiency.
• Build foundational understanding of payroll concepts and processes.
• Learn payroll rules and compliance considerations in supported regions.
• Seek guidance from senior team members when encountering unfamiliar issues.

Jobbeschreibung

Remote is building the infrastructure that makes global payroll and employment possible for everyone, everywhere. The Coordinator, Payroll Client Services is responsible for resolving customer payroll inquiries and supporting smooth payroll operations.

The role focuses on learning payroll processes, mastering support workflows, and resolving standard client issues efficiently. You’ll follow documented processes, escalate where needed, and grow payroll expertise across regions.