Payroll Implementation Specialist

Job Description

Key Responsibilities 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. Required Experience • 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. Preferred Experience • Experience with payroll or HR software platforms. • Experience supporting clients in Bermuda, Cayman, Caribbean, Canadian, UK, or similar payroll environments. • Prior involvement in software implementations, data migration, or client onboarding. • Experience using ticketing or CRM systems such as Zoho Desk, Zendesk, Freshdesk, HubSpot, Salesforce, or similar. • Familiarity with payroll compliance, employee benefits, statutory deductions, or HR administration. • Experience creating user guides, training materials, or knowledge base content. • Payroll process knowledge • Client support and relationship management Implementation coordination Functional troubleshooting • Clear written communication • Ticket triage and prioritization • Training and user guidance Detail-oriented follow-through Practical problem-solving • Ability to work independently in a remote environment Work Setup Remote • Hired staff is required to have a stable and reliable internet connection with at least 20MBPS for both download AND upload speed • Must work from 9PM to 6AM PHT • Equipment will be provided by the company • By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only