Tier 1 Payroll Client Support Specialist

Who We Are:

ContinuumCloud offers a spectrum of cloud-based software solutions intentionally designed to meet the unique needs of the behavioral health and human services industry. These solutions include an EHR platform, powered by Welligent, an HR & Payroll system, powered by DATIS HR Cloud, as well as a Patient Engagement Platform, powered by CaredFor. Through these offerings, ContinuumCloud empowers organizations to provide high-quality care and deliver on their mission.

The Role:

ContinuumCloud is growing rapidly and seeking an HCM Client Support Specialist to be a part of our talented team. Our Client Support team helps to ensure that our clients are getting the most out of our software, e3. You will have an aptitude for learning HR &Payroll software solutions, a passion for service, and problem-solving ability.

This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of ContinuumCloud's total compensation package for employees. Your total rewards package at ContinuumCloud will include top-notch medical, dental and vision coverage, student loan reimbursement, a Flexible PTO policy, and many other benefits.

ContinuumCloud's salary range for this position

$45,000—$55,000 USD

How you’ll make an impact:

• You will be the initial voice and face of ContinuumCloud when our customers reach out for support or extra guidance regarding our Payroll Software.
• Tier 1 Client Solution will engage with our customers by phone, email, or our Community to capture the problem or question along with all the information needed to ensure they are supported in a responsive and caring manner 
• You will be assigned queue time each day to answer and triage incoming client calls.  
• You will be responsible for initial review and research of incoming cases and determining whether cases should be sent to the next tier for support, paying strong attention to detail for accuracy. 
• You will respond to client cases in a timely manner, follow appropriate SLAs and communicate urgent items appropriately to team leads. 
• You will seek guidance when needed to provide accurate information to clients. 
• You will hold all customer information in strict confidence, both internally and externally. 
• You will be responsible for maintaining a manageable assigned case load. Existing cases will be monitored and cleared out during hours assigned. 
• Tier 1 Client Solution Specialists will attend client meetings, trainings and other support opportunities in an effort to resolve client cases.   
• Tier 1 Client Solution Specialists will also collaborate with colleagues across other departments.  
• Other duties as assigned 

Requirements

What you bring to the role:

• Must be presently local to the Tampa area and able to commute daily to Tampa office or willing to travel to Tampa up to 50% the first 90 days.
• 2 years' experience supporting or implementing Payroll software solutions, benefits experience is a plus
• Excellent analytical, problem solving and multi-tasking skills
• Strong technical problem-solving skills, with an ability to troubleshoot complex application issues
• Passion for building strong relationships with customers and internal partners
• Ability to generate a sense of urgency and engage appropriate teams
• Skills to manage urgent issues to resolution in tight timeframes and competing priorities
• Excellent written and verbal communication skills, with an emphasis on a positive tone, proper grammar, and spelling in English

Benefits

We care about the health and well-being of our team. We provide a comprehensive benefits package including:

• 100% employer-paid medical insurance
• 401k plan with company match
• Company-funded Life, AD&D, and Disability Insurances
• Company-sponsored training and certification programs
• Open PTO program
• Company holidays include New Year’s Day, Martin Luther King, Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, the Friday after Thanksgiving, Christmas Day and, 2 Floating Holidays
• Parental Leave
• Perks in our offices include paid parking, an on-site gym, catered lunches, and healthy snacks

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.