Tax Customer Support Specialist

Who we are:

Over 600 employees strong, Asure sees Human Capital Management (HCM) through the lens of entrepreneurs and executives with an owner’s mentality. We help businesses develop their “Human Capital” to get to the next level, stay compliant, and allocate their time, money and technology toward growth. Our HCM platform empowers more than 80,000 clients to build great teams and better manage their people while staying compliant in an ever-changing HR legislative landscape. Asure’s HCM offering includes Payroll & Tax, HR, and Time & Attendance software and HR Services ranging from online compliance tools to a fully outsourced HR department.

This is a remote position and will require occasional travel (less than 10%).

Must live in or be willing to relocate to one of the following states for eligibility: AL, AZ, CA, CO, CT, DE, FL, GA, IA, IL, IN, KY, MA, ME, MI, MN, MO, MS, NC, NE, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, or WI

Summary: The Customer Support Specialist will provide support to Asure’s reseller tax service clients.  This position is responsible for providing compliant resolution to customer inquiries, recommending solutions, training and guiding our clients through the products, features and functionalities of the system.  They should have excellent communication skills and be able to meet expectations with clients on service level agreements.  In this role, the Customer Support Specialist will establish, foster & maintain a partnership with the client/reseller base that offers excellent and compliant support on providing tax knowledge, tax system functionality, process and procedures of the tax engine Asure Payroll Tax Management (APTM).

Major Duties and Responsibilities: This information is intended to describe the general nature and level of work performed in this role.

• Performs all duties in compliance with internal procedures, external regulations and brings compliance issues to the attention of Manager.
• Provides excellent customer service and support to reseller customer base. Single point of contact for reseller. Fosters and maintains relationships with reseller customer base.
• Establishes and maintains meeting cadence with each reseller to review status of issues, accounts and any open items.
• Responds to inquiries in an accurate and timely manner and maintains cases within established metrics and KPIs
• Assists in client setup of new tax types/agencies which includes timely and compliant receipt of authorizations, TPA Assignments, ID number updates and rate/frequency updates.
• Assists and partners with reseller on SUI rate updates to ensure accurate UI payments, frequency updates for timely withholding payments, and ID number updates and resolution of applied for statuses.
• Partners with reseller to resolve unfiled returns, unpaid taxes, missing agencies and payroll import errors/holds.
• Partners with reseller during quarter and year end payroll tax reporting to meet established deadlines. Assists with qtr/year end import exception/error resolution, variances and reconciliation to ensure all clients are processed timely and accurately. Assists with notification and collection of quarter end adjustments.
• Resolves funding issues by partnering with reseller and accounting team to post reversals, resolve NSFs, validate funds and resolve funding discrepancies.
• Provides guidance and technical assistance to the reseller on the APTM product. Assists in training of the APTM product as needed.
• Works closely with team, other departments and management to troubleshoot issues and assist in resolutions.
• Meets service level agreements as established by Asure
• Creates standard operating procedure documents or training guides as needed
• Completes special projects and coordinates with Manager on progress
• Other duties as assigned

Qualifications and Requirements:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum 2 years of payroll tax payment and/or filing experience
• Minimum H.S. diploma/GED equivalent. College degree preferred but not required
• Multi-state and multi-client local taxation experience preferred
• PEO experience preferred
• Customer support/service experience preferred
• Proficient attention to detail and organization skills
• Established problem resolution, team building and decision-making skills
• Strong computer and technical skills including but not limited to Microsoft Office (Excel, Word), Outlook, Salesforce, payroll software and payroll tax software
• Strong communication skills- written and verbal. Strong interpersonal skills
• Demonstrated ability to learn and apply basic concepts in new situations
• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards
• Ability to collaborate and work in a team environment, as well as work independently and make sound decisions
• Ability to multi-task and/or pivot in a changing priority environment
• Ability to proactively build and maintain effective relationships with people (internal & external)
• Ability to deliver timely and accurate results

Compensation

The base range for this role is $27.00-$30.00 per hour depending upon level of experience.

Benefits

• Medical, Dental, Vision, HSA, FSA- All effective on day 1!
• Company paid Basic Life Insurance, A+D, Long-Term Disability, and Short-Term Disability
• 401K Program with 3% safe harbor contribution
• Employee Stock Purchase Program
• Fitness Reimbursement Program
• Self-Managed PTO

Our Mission

To provide Human Capital Management (HCM) software and services that help companies grow, while nurturing a culture of growth around us.

• Helping customers grow by getting the most from their human capital.
• Helping our employees grow personally and professionally.
• Growing relationships in our communities that inspire goodness.
• Grow shareholder value

Our Vision

Be the most trusted Human Capital Management resource to entrepreneurs everywhere.

Our Values

Reflect who we are and what we stand for as a company.

• Embrace Change
• Lead with Integrity
• Own the Outcome
• Deliver Awesome
• Be a Good Human

We are an equal opportunity employer. All candidates must be legally authorized to work in the US, as we are unable to sponsor or transfer Visas at this time. Criminal background checks conducted at employment offer.