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Compliance System Call Support Specialist

The Compliance System Call Support Specialist is the first line technical support resource for those customers using a cloud-based system to administer Certified Payroll Reporting (CPR). This individual supports subcontractors and prime contractors with everyday inquiries such as system access, submitting payroll and compliance questions.

Key Responsibilities:

Provide front-line support for all system users via phone and email
Respond to and resolve support tickets related to Certified Payroll Reporting (CPR)
Assist users with login issues, password resets, and account setup/activation
Guide contractors through CPR submission processes and payroll entry
Troubleshoot common issues such as signature errors, rejected payrolls, and submission discrepancies
Support users in understanding system functionality
Escalate technical or compliance-related issues as needed
Maintain accurate records of support requests, resolutions, and recurring issues
Assist with onboarding new contractors to ensure proper system use from project start
Maintain knowledge of system updates, new features, and best practices to support users effectively.
Any other duties as assigned

Position Qualifications:

Minimum of 3-5 years in a virtual customer service support role
Excellent analytical and problem-solving skills.
Strong written and verbal communication skills.
Attention to detail and the ability to manage multiple tasks simultaneously.
Strong organizational skills, with attention to detail and accuracy.
Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and the ability to quickly learn new software.
Ability to work in a fast-paced environment, meet deadlines, handle complex compliance matters and work in a team-oriented environment
Willingness to learn and take on new tasks.
Motivated to develop expertise in compliance and contract administration.

Preferred Skills: