SPD - Payroll Product Specialist - Tier 1

PBS Systems • Spanish Fort, AL

8d • Remote

About The Position

The Payroll Product Specialist – Tier 1 serves as the primary point of contact for PBS customers utilizing supported payroll products and services. This role provides first-level support by troubleshooting payroll-related software issues, documenting and tracking customer incidents, and ensuring timely follow-up and resolution of customer concerns.

Requirements

• 1-2 years' PREVIOUS AUTOMOTIVE EXPERIENCE with a focus in Accounting operations
• Strong computer skills are required including proficiency in Microsoft Office Suite (Outlook, word, excel). The ability to quicky learn and adapt to new software tools is essential!
• Ability to travel within Canada and the USA up to 2 weeks per month; valid passport (or the capacity to obtain it) and full drivers' license are required
• High school diploma

Nice To Haves

• Previous customer service, payroll, or dealership experience is considered an asset
• PBS software experience is a strong asset
• Experience facilitating in-person and virtual training sessions is a strong asset

Responsibilities

• Build a strong understanding of payroll software, related processes, and supported payroll solutions.
• Receive, record, prioritize, and resolve customer inquiries, incidents, and service requests for supported payroll products.
• Troubleshoot payroll software issues and provide timely resolutions while maintaining excellent customer service.
• Document customer interactions, issue details, troubleshooting steps, and resolutions accurately in designated support systems.
• Escalate complex issues to internal resources as needed, including complete documentation to support efficient resolution.
• Keep customers informed on open incident status and follow established procedures through resolution.
• Share recurring issues, customer feedback, and product enhancement opportunities with leadership and internal teams.
• Participate in ongoing cross-training to support multiple products, services, and business processes.
• Follow departmental policies, procedures, performance standards, and corporate values.

Benefits

• Comprehensive health benefits - Medical and dental coverage to support your well-being.
• Paid Time Off – Generous PTO to help you recharge and maintain work-life balance.
• Staff discounts – Exclusive savings with partners such as GM, Dell, and more

What This Job Offers

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