Job Title

Payroll Tax Software Customer Support Analyst

Location

Scottsdale, AZ 85260

Description

Our growing software business is looking for an experienced and skilled Payroll Tax Customer Support Analyst. We need an enthusiastic individual who can dive deep into customer issues and offer a solid solution to each problem. In this fast-paced job, you will provide technical support to Symmetry customers, research and answer product questions, troubleshoot customer problems, and collaborate with colleagues when necessary to understand issues. You must be detail-oriented because our products are highly nuanced and complex. Tax rules and regulations are always changing, and our company is growing so you will always be busy. The successful candidate for this role will have a strong command of customer service in a software environment and be well-trained in knowledge of how payroll and payroll tax works. The following is a summary of the functions for this job.  Other duties may be performed, and specific activities may change from time to time.

Primary Responsibilities: 

  • Answering customer issue cases regarding the behavior of our products: Symmetry Tax Engine (STE2), Payroll Point, Symmetry Payroll Forms, and Calculators by Symmetry - service questions and general client concerns.

  • Solving non-routine and complex software problems.

  • Identifying client learning issues and educating customers on the proper way to interact with our software products.

  • Reading log files in order to diagnose and solve customer issues.

  • Establishing a positive rapport with our clients while being held responsible for a high level of professionalism.

  • Updating customer issues in NetSuite and working with the development/engineering team through JIRA to resolve software issues.

  • Organizing issues and as appropriate, discerning when to bring in other parties such as development and sales.

  • Interfacing with other departments as needed to research solutions for customers.

  • Working with the Tax Research team to stay updated on payroll laws, rules, and regulatory updates.

  • Working with the management team to stay updated on product knowledge and be informed of any organizational or product changes.

Required skills and mindsets: 

  • Excellent analytical and problem-solving skills.

  • Excellent interpersonal skills, allowing you to communicate with customers and solve technical problems quickly and efficiently.

  • Must be knowledgeable about computer systems.

  • Outstanding customer service skills.

  • Must have excellent time management skills and ability to prioritize workflow based on a variety of changing factors.

  • Be a team player, work well with your peers.

  • Devotion to continuing education on an annual basis, which may include professional certifications.

  • Ability to remain professional and courteous with customers and colleagues at all times.

  • A calming presence on both your colleagues and customers.

  • Excellent verbal and written communication skills and ability to communicate with empathy.

Required qualifications:

  • Associate’s degree and/or technical diploma and/or Bachelor’s degree from an accredited college in Computer Science, Information Systems, or a related subject.

  • CPP (Certification of Payroll Professional) preferred but not required and/or FPC (Fundamental Payroll Certification) or working knowledge of payroll and payroll tax – if no certification, candidate needs to study and sit for one of these exams within the first year of employment.

  • 3 + years working in a software environment.

  • Proficiency with MS Office.

  • Working knowledge of CRM software systems.

  • Working knowledge of NetSuite and JIRA.

  • Working knowledge of C, JAVA, .NET, JSON, and XML a plus.

If you feel that you have adequate experience and would be a good fit for our company culture, apply now by emailing your resume and cover letter to info@symmetry.com.

Working at Symmetry Software:

Being happy at a job goes beyond just doing the work. Where you choose to spend 40 hours a week should be a place that challenges you professionally and aligns with your personal goals and well-being. We truly love what we do, and our customers love what we produce. Our work environment is collaborative, fun, and friendly.

About Our Work:

Our products make sure millions of paychecks are right, no matter where people live or work in the U.S. We simplify the payroll process with accurate and dependable payroll withholding tax solutions. Our clients include Fortune 500 companies, like Walmart and Southwest Airlines, and leading payroll service providers, including ADP and Paychex. With a 96% customer retention rate, our products always have to be top-of- the-line, and so do our employees.

Symmetry Software is also the company behind the popular website PaycheckCity.com, which helps millions of Americans better understand their paychecks every month.