Product Consultant - GA - On Site

Vensure Employer Solutions • Duluth, GA

1d • Onsite

About The Position

The Execupay Product Consultant is responsible for delivering a high-quality client support experience through Salesforce case management, phone support, and real-time collaboration tools. This role serves as a primary point of contact for Execupay licensees, troubleshooting and resolving issues across software, payroll, tax, ACH, and related applications. The representative balances responsiveness, technical problem-solving, and proactive communication to ensure timely resolution and strong licensee relationships.

Requirements

• Salesforce or similar ticketing systems
• Payroll and payroll tax fundamentals
• ACH processing concepts
• Basic SQL and reporting tools preferred
• Understanding of integrations and general system troubleshooting
• Strong problem-solving and communication skills
• Ability to manage multiple priorities
• Strong organizational and time management skills
• Strong technical writing skills
• Fluent English speaking and writing skills
• High school diploma or GED required
• 2+ years experience in payroll, support, or related fields

Nice To Haves

• higher education preferred

Responsibilities

• Manage inbound support requests via Salesforce (cases), phone, and virtual meetings
• Own assigned cases from intake through resolution, ensuring accuracy and completeness
• Proactively communicate updates, timelines, and resolutions to licensees
• Prioritize and manage workload across case queues and phone queues
• Document troubleshooting steps, findings, and outcomes clearly within Salesforce
• Escalate issues appropriately based on impact, urgency, and complexity.
• Deliver consistent, professional, and empathetic licensee interactions
• De-escalate challenging situations and guide conversations toward resolution
• Advocate for licensee needs while aligning with internal processes and priorities
• Build trust through clear communication and follow-through
• Investigate and resolve issues across payroll processing, payroll tax, ACH processing, billing, and application functionality
• Analyze data, system behavior, and licensee configurations to identify root causes
• Collaborate with internal teams on complex issues - Ability to think critically to solve Client problems that haven't been solved previously.
• Maintain accurate and complete case documentation.
• Identify recurring issues and contribute to process and product improvements.
• Stay current on system updates and procedural changes Team Contribution.
• Support peer development through knowledge sharing and mentoring.
• Contribute to team performance goals.
• Participate in training and team meetings.
• 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.
• Complete projects and other duties as assigned by supervisor

Benefits

• Health Insurance: Medical, dental, and vision coverage
• Retirement Plan: 401(k) with company match
• Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law
• Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED