Customer Support Associate

Position Summary The Service Operations Associate supports the delivery of client services across payroll, HRIS, tax, and operational workflows. This entry0level role assists with accurate payroll processing, responds to routine client and employee inquiries, and helps ensure smooth day0to0day service execution in alignment with department procedures. The Associate performs data entry and system updates, supports user setup tasks, assists with basic troubleshooting, and collaborates with internal teams to maintain efficient operations and a positive client experience. Essential Duties and Responsibilities Support the service team by responding to routine client and employee inquiries with clear, timely information. Assist with troubleshooting basic issues in payroll systems, HRIS, reporting tools, and service portals, escalating more complex items to senior team members. Help maintain positive client relationships through professional communication and follow0up as directed. Assist with user setup tasks in client-facing systems, ensuring correct permissions and data entry. Help gather information needed for escalations and submit basic support tickets following documented procedures. Enter and validate standard payroll data such as new hire imports, timesheet files, and pay changes. Perform initial reviews of payroll data to identify missing information or obvious discrepancies, escalating issues as needed. Support payroll processing activities, including off cycle runs or adjustments, under guidance from senior team members. Coordinate with Tax, Benefits, HR, and Operations teams to ensure seamless service delivery. Monitor shared inboxes, ticket queues, or dashboards to ensure timely handling of client and employee requests. Regular, on-site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement in activities. Marginal Functions Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients. Attend webinars and training to stay up to date on best practices related to the company and department. Assist in maintaining team resources such as checklists, templates, and reference materials. Complete projects and other duties as assigned by supervisor. Knowledge, Skills, and Abilities Communicates clearly and professionally in both written and verbal formats when interacting with clients, employees, and internal team members. Builds positive working relationships by being approachable, supportive, and responsive to others. Works effectively within a team environment and collaborates with colleagues to support shared goals. Open to learning new processes, systems, and procedures and adapts well to changes in workflow or priorities. Demonstrates flexibility in taking on a variety of tasks as assigned. Manages time effectively to meet deadlines in a fast-paced environment. Maintains organized work practices, including accurate documentation and consistent follow-up on assigned tasks. Follows through reliably to ensure work is completed accurately and efficiently. Demonstrates strong attention to detail when reviewing data, documents, and system entries. Identifies basic discrepancies and takes appropriate steps to correct or escalate them. Handles sensitive information with professionalism and maintains strict confidentiality in all work activities. Shows a strong work ethic and contributes to a positive, collaborative team culture. Works cooperatively with internal departments to help support smooth operations and coordinated workflows. Seeks guidance from senior team members when needed and proactively shares relevant information. Comfortable navigating HRIS, payroll systems, and digital tools with training and support. Education & Experience High school d