Product Consultant - GA - On Site

PrismHR•Duluth, GA

23h•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
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
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.