Product Consultant - GA - On Site
On-siteDuluth, Georgia, United States
Job Summary
Manage inbound support requests via Salesforce, phone, and virtual meetings, owning cases from intake through resolution while documenting troubleshooting steps and outcomes. Investigate and resolve issues across payroll processing, tax, ACH, and application functionality by analyzing data and system behavior to identify root causes. Prioritize workloads across case and phone queues, de-escalate challenging situations, and escalate complex problems based on impact and urgency. Contribute to process improvements by identifying recurring issues and support peer development through knowledge sharing. Maintain accurate case documentation and stay current on system updates and procedural changes.
Required Qualifications
- Salesforce or similar ticketing systems
- Payroll and payroll tax fundamentals
- ACH processing concepts
- 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
- High school diploma or GED
- 2+ years experience in payroll, support, or related fields
Desired Qualifications
- Higher education
- Basic SQL and reporting tools
- Strong attention to detail
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