Support Specialist I: Spending Accounts & COBRA

Paylocity; Región Centro; On-site; MXN 180,000 - 240,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) match

Career development

Job summary

Paylocity is seeking a Support Specialist I to join our Guadalajara, MX office. In this role, you will be the front-line resource for employees using Spending Accounts and COBRA services, handling inbound calls and emails, documenting interactions, and delivering high-quality service.

You will troubleshoot account questions, system navigation, and processes, while maintaining data accuracy and providing timely resolutions.

Qualifications

• Associate's degree required.
• 1+ years of client/customer service experience.
• Intermediate computer skills to use multiple resources while advising live on calls.
• Familiarity with web-based applications.
• Intermediate experience with Microsoft Excel.
• Basic project management abilities for handling high volume requests.
• Willingness to work overtime, especially during enrollment season.

Responsibilities

• Provide support to client employees with inquiries about spending accounts, COBRA services, and related system access.
• Establish interdepartmental relationships to prioritize needs and communicate status.
• Assess customer requirements to respond to inbound inquiries and troubleshoot.
• Gather data, identify options, and recommend courses of action.
• Demonstrate ownership of cases and drive timely resolutions, minimizing aging items.
• Maintain high inbound call availability to support customers.
• De-escalate and resolve challenging cases with problem-solving techniques.
• Ensure follow-through on cases and timely resolution.
• Deliver exceptional customer service in verbal and written interactions with clients.

Skills

Customer service

Bilingual Spanish/English

Web-based applications

Microsoft Office / Excel

Overtime willingness

Education

Associate's degree

Tools

Microsoft Excel

Job description

Paylocity is seeking a Support Specialist I to join our Guadalajara, MX office. In this role, you will be the front-line resource for employees using Spending Accounts and COBRA services, handling inbound calls and emails, documenting interactions, and delivering high-quality service.

You will troubleshoot account questions, system navigation, and processes, while maintaining data accuracy and providing timely resolutions.