Payroll Product Consultant (Salesforce Support)

Socket.dev; Duluth (GA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health Insurance

401(k) with company match

Paid Time Off

Flexible spending account (FSA)

Health savings account (HSA)

Life insurance

Short/Long term disability

Job summary

PrismHR Execupay is hiring a Product Consultant to deliver high-quality client support via Salesforce, phone, and collaboration tools. You will be the primary contact for licensees, troubleshooting payroll, tax, ACH, and related applications, balancing responsiveness with proactive communication.

You will own cases end-to-end, document steps, escalate when needed, and partner with internal teams to resolve complex issues.

Qualifications

• Salesforce or similar ticketing systems.
• Payroll and payroll tax fundamentals.
• ACH processing concepts.
• Basic SQL and reporting tools preferred.
• Understanding of integrations and general system troubleshooting.
• Strong problem-solving and communication skills.
• Ability to manage multiple priorities.
• Strong organizational and time management skills.
• Strong technical writing skills.
• Fluent English speaking and writing skills.

Responsibilities

• Manage inbound support requests via Salesforce (cases), phone, and virtual meetings.
• Own assigned cases from intake through resolution, updating licensees.
• Prioritize work across case queues and phone queues.
• Document troubleshooting steps and outcomes in Salesforce.
• Escalate issues by impact and urgency.
• Deliver professional and empathetic licensee interactions.
• De-escalate challenging conversations toward resolution.
• Advocate for licensee needs while aligning with internal processes.
• Build trust with clear communication and follow-up.
• Investigate and resolve payroll, tax, ACH, and billing issues.
• Analyze data, system behavior, and licensee configurations to identify root causes.
• Collaborate with internal teams on complex problems.
• Maintain complete case documentation.
• Identify recurring issues and contribute to improvements.
• Stay current on system updates and trainings.
• Mentor peers and share knowledge.
• Support team performance goals.
• Attend training and team meetings.
• Build relationships with cross-functional teammates.
• Attend webinars to stay updated on practices.
• Complete projects as assigned.

Skills

Salesforce or similar ticketingSystems

Payroll and payroll tax fundamentals

ACH processing concepts

Basic SQL and reporting tools

Understanding of integrations and root

Strong problem-solving and沟通技能

Ability to manage multiple priorities

Strong organizational and time mgmt

Strong technical writing skills

Fluent English speaking and writing

Education

High school diploma or GED

Tools

Salesforce

SQL

Reporting tools

Job description

PrismHR Execupay is hiring a Product Consultant to deliver high-quality client support via Salesforce, phone, and collaboration tools. You will be the primary contact for licensees, troubleshooting payroll, tax, ACH, and related applications, balancing responsiveness with proactive communication.

You will own cases end-to-end, document steps, escalate when needed, and partner with internal teams to resolve complex issues.