Payroll Implementation Specialist

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Payroll Implementation Specialist

The company provides payroll, HR, and workforce management software for businesses across various international markets. The platform helps organizations manage payroll, employee data, scheduling, compliance, and related HR processes more efficiently.

This is a dual implementation and support role. The successful candidate will help onboard new clients onto the platform, assist with payroll and HR configuration, support user training, and manage incoming non‑technical support tickets. This role is ideal for someone with payroll, HR, or workforce management software experience who enjoys working directly with clients, solving practical problems, and improving the client experience.

The position requires reliable coverage during Eastern Time business hours, with some flexibility during peak payroll periods or major implementation milestones.

Implementation Support

• Assist with the implementation of new payroll and HR clients.
• Gather and document client requirements, including payroll rules, employee setup, departments, earnings, deductions, benefits, leave rules, and reporting needs.
• Configure client environments in line with agreed implementation plans.
• Support data collection, data validation, and migration activities.
• Assist clients with parallel payroll testing and user acceptance testing.
• Prepare implementation checklists, training materials, and client‑facing documentation.
• Coordinate with technical team members where system configuration, data conversion, or development support is required.
• Track implementation tasks, risks, and outstanding client actions.
• Support go‑live planning and post‑go‑live stabilization.

Payroll & Application Support

• Manage incoming non‑technical support tickets during Eastern Time business hours.
• Triage tickets and determine whether issues are user guidance, payroll configuration, training, data, or technical matters.
• Resolve "how‑to" questions and functional support requests directly where possible.
• Escalate technical issues clearly to the appropriate internal team with sufficient detail, screenshots, examples, and business impact.
• Monitor support ticket queues to ensure timely responses and follow‑up.
• Help reduce overdue tickets by maintaining strong ownership and client communication.
• Identify recurring issues and recommend improvements to training, documentation, configuration, or product design.
• Support clients during payroll processing cycles, particularly where timing is sensitive.
• Maintain accurate notes in the ticketing system and ensure issues are properly categorized.

Client Communication

• Communicate with clients in a professional, clear, and helpful manner.
• Explain payroll and application processes in simple, practical terms.
• Set appropriate expectations on timelines, next steps, and escalations.
• Build trust with payroll administrators, HR users, finance teams, and client managers.
• Support client training sessions, webinars, or one‑on‑one walkthroughs as needed.

Process Improvement

• Help improve implementation templates, support procedures, knowledge base articles, and client guides.
• Work with the Operations Manager to identify bottlenecks in support and implementation workflows.
• Contribute to better ticket categorization, reporting, and support analytics.
• Share feedback with product and technical teams based on client usage patterns and recurring support themes.

• Experience in payroll, HR, workforce management, accounting, or business software support.
• Strong understanding of payroll processes, including employee setup, earnings, deductions, leave, pay cycles, and payroll review procedures.
• Experience working directly with clients in an implementation, onboarding, support, or customer success capacity.
• Ability to troubleshoot functional issues and distinguish between user, configuration, data, and technical problems.
• Strong written and verbal communication skills.
• Excellent attention to detail and follow‑through.
• Comfortable working remotely and managing multiple client requests at the same time.
• Availability to provide support during Eastern Time business hours.