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Payroll Product Support Analyst
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Company Overview
Computer Methods International Corp. (CMiC) is a leading global software development organization that specializes in enterprise financial and cost management systems tailored for the Construction and Engineering sectors.
Position Summary
We are currently seeking a Payroll Support Product Analyst. This position is ideal for a proactive individual who will provide essential support for our client's Global Payroll Product, focusing primarily on the US and Canadian markets. Key responsibilities will include investigating payroll discrepancies, addressing client inquiries promptly, managing and reviewing payroll data, developing functional specifications, and offering telephonic support to clients. You will frequently collaborate with technical teams, including System Architects and Developers, to translate functional requirements into effective business applications.
This role reports directly to the Product Analyst Managers.
Key Responsibilities
- Provide ongoing email and telephone support for client inquiries.
- Gather and analyze requirements for various projects as assigned.
- Assist in the implementation of new clients, including payroll analysis and setup.
- Collaborate closely with the development team to ensure that issues are accurately identified, resolved, and integrated into solutions.
- Act as the primary contact for customer communications.
- Manage product queues on a daily basis.
- Review and address customer inquiries and reported issues.
- Investigate and resolve client concerns effectively.
- Conduct virtual meetings with clients to gather information for further assistance.
- Engage with Product Team members to discuss customer feedback.
- Test system scenarios and replicate issues to address client inquiries.
- Respond to issues in a timely manner, aligning with customer expectations.
- Participate in project and team meetings, collaborating with team members as necessary.
- Accurately interpret and adhere to company standards, procedures, and policies.
Qualifications
- Post-secondary degree or substantial payroll experience.
- Exceptional written and verbal communication skills.
- Experience in client-facing roles or within a team-oriented environment, particularly under pressure.
- Background in Payroll, either through direct experience in a payroll department or with a payroll software provider.
- Certification in Canadian or U.S. Payroll is advantageous.
- Familiarity with ADP, Ceridian, Paylocity, Workbrain, and HCM Software is a plus.
- Experience in software support or quality assurance is beneficial.
- Knowledge of web-based client applications and SQL databases is an asset.
Benefits
- Comprehensive benefits package, including health and dental coverage.
- Paid vacation and personal days.
- Engagement in town hall meetings promoting open discussions.
- Active Social Events Committee organizing various activities.
- Focus on health and wellness, including virtual yoga and wellness webinars.
- RRSP matching program available after two years of employment.
- Experience within a rapidly growing, socially responsible organization.
- Remote work options may be available.
CMiC is committed to providing equal employment opportunities. In accordance with the Accessibility for Ontarians with Disabilities Act, CMiC will accommodate applicants with disabilities throughout the recruitment process. If you require accommodations, please inform the Human Resources team.
