Payroll Customer Support Analyst; Tier 1

Haynes Inc. an experienced long-term government contractor, is searching for a Payroll Customer Support Analyst (Tier
1) to serve our client, the Department of State (DOS) in beautiful Charleston, SC. To be considered for this job, the candidate must be able to obtain a security Secret Clearance, or already possess one. A Secret Clearance will open a lot of other doors for your career with the Government, including the possibility of being hired directly. This is a full-time job with a starting salary range between $51, PLUS generous benefits package (outlined below)

Haynes Inc continues to partner with Department of State (DoS) in Charleston, SC. Our 80+ employees. support the DoS Comptroller and Global Financial Services (CGFS) Center in the areas of:
Global Compensation, Information Systems Security (ISSO), and Global Financial Operations. We serve the U.S. Foreign Service, Department of State Civil Service, Foreign Service Retirees, Embassies, and Overseas U.S. Agencies reaching 180 countries and 140 currencies. Haynes, Inc. provides services in:
Accounting, Administration, Budget, Travel, Vouchering, Accounts Receivables, Reconciliation, Systems Analysis, Information Systems, Computer Security, Payroll and Compensation, Treasury, Payroll Customer Service, Training, Audits, and Paralegal Analysis.

• 11 paid Federal holidays
• generous Employer Match on your 401k
• Paid Time Off
• Medical/Dental/Vision Insurance
• Flexible Spending Accounts
• Life Insurance
• Disability
• Tuition Reimbursement
• free Professional Development & Training Program with 9000+ courses
• and more!

We thrive on providing a good work/life balance and in creating an inclusive culture where employees feel valued, appreciated, and are rewarded for top performance!

The Bureau of the Comptroller and Global Financial Services (CGFS), Department of State (DoS), Charleston, SC requires for a Payroll Customer Support Technician on the Payroll Customer Support Desk. Office of Customer Engagement (CE) provides customer support desk services, knowledgebase management and training, training development and delivery for overseas financial operations, system implementation training and support and Payroll customer support for American employees and retirees.

This position will provide payroll processing support by phone and email to American employees and retirees. The contractor shall perform these services under Department of State Customer Support Management.

• 1 year of overall relevant (payroll processing or customer service) professional experience
• Experience performing analysis, critical thinking, and working independently within a team to efficiently answer customer questions.
• Experience working with web based or client-server technologies and experience performing business systems analysis

• Accounting procedures, policies, and operations
• Federal payroll, high volume call center, or help desk experience

• Strong communication skills for phone and email customers, including escalated tickets. Desired skills:
  • Effective Listening
  • Tact and Patience
  • Positive Persuasiveness
  • Attentiveness and Courteousness
  • Ability to multi-task and work from one situation to another at a fast pace
• Superior verbal and written communication and organizational skills

The Service Now system is an on-line database for tracking the initial communication and the on-going dialogue with the customers until final resolution that allows the closure of the trouble tickets. Phone calls, e-mails, and customer inquiries are tracked within the Service Now system. A unique ticket number is systematically assigned when the ticket is successfully submitted. Analysts are required to enter all customer issues into the Service Now system.

• The Payroll Customer Support Technician supports Department of State employees and retired annuitants and their payroll related inquiries. Technicians will use Knowledge Base, Department of State systems (GFACS, DIS, EEX Admin etc.) to provide first contact resolution whenever possible. Additionally, they will follow the Payroll Helpdesk Quality Assurance (QA) program. The QA program monitors employee output and provides specific feedback on performance and consistent coaching and training for employee development.
  
  The Quality Control Program (QCP) ensures:
  
  Accuracy and quality of customer interactions (phone and email)
  • Provides feedback on…