Advanced Support Specialist (Remote)

Hours: 3pm -12am SA time

US client- Remote

Position Overview

We are seeking a highly skilled and experienced Advanced Support Specialist to join our growing remote team. This role is ideal for someone who enjoys solving complex client issues, mentoring team members, and providing high-level customer support in a fast-paced environment.

The successful candidate will begin with 3–6 months of hands-on training within the Payroll Department to gain a deep understanding of systems, processes, and client workflows. Following training, the candidate will transition into the Advanced Support Team, acting as a Tier 3 support specialist responsible for handling escalated client issues that require advanced troubleshooting and problem-solving.

This position also includes leadership responsibilities, supporting the wider team with escalations, guidance, and ticket management while maintaining exceptional service standards.

Key Responsibilities

Payroll Department Training & Support (First 3–6 Months)

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  Learn and understand internal payroll systems, processes, and client workflows
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  Assist the Payroll Department with advanced payroll-related issues and escalations
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  Support troubleshooting and resolution of payroll discrepancies and complex cases
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  Work closely with internal teams to understand common client challenges and resolutions
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  Gain in-depth knowledge of company systems and support procedures

Advanced Support Responsibilities

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  Handle escalated Tier 3 support tickets and complex client issues
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  Investigate and resolve challenging system, account, and client support problems
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  Provide advanced troubleshooting and technical support
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  Work cross-functionally with internal departments to identify root causes and implement solutions
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  Maintain detailed documentation of escalations and resolutions
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  Ensure timely follow-up and professional communication with clients throughout the support process

Leadership & Team Support

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  Assist team members with difficult tickets and escalations
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  Mentor and guide junior support staff on troubleshooting processes and best practices
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  Help improve workflows, SOPs, and support documentation
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  Contribute to service quality improvements and client satisfaction initiatives
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  Act as a senior point of contact during high-priority support situations

Requirements

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  Previous experience in advanced customer support, technical support, or escalations support
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  Strong troubleshooting and analytical problem-solving skills
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  Experience handling escalated or complex client support issues
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  Excellent written and verbal communication skills
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  Ability to manage multiple priorities in a fast-paced remote environment
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  Strong attention to detail and organizational skills
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  Leadership or mentoring experience is highly advantageous
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  Comfortable learning technical systems and software platforms quickly
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  Experience working within SaaS, support desk, HR, or payroll-related environments is preferred

Preferred Experience

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  Tier 2 or Tier 3 customer support experience
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  Experience with payroll systems or payroll support environments advantageous
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  Experience with ticketing systems such as Zendesk, Freshdesk, Jira, or similar
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  Experience supporting US-based clients is advantageous
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  Remote work experience preferred

Personality Traits We're Looking For

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  Calm under pressure
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  Patient and solution-oriented
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  Strong sense of ownership and accountability
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  Natural leader and team player
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  Technically curious and eager to learn
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  Client-focused with a passion for helping others

Position Details

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  Fully Remote
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  Full-Time Position
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  Training period in Payroll Department: 3–6 months
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  Collaborative and supportive team environment