SPD - Payroll Product Specialist - Tier 1

PBS Systems•Arlington, TX

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
Strong computer skills, including proficiency with Microsoft Office Suite
Excellent communication skills and a strong commitment to providing high-quality customer service
Strong problem-solving and troubleshooting skills, with the ability to investigate issues and support timely resolution
Effective time management, organizational, multitasking, and prioritization skills
Strong ability to document customer interactions, issue details, troubleshooting steps, and resolutions accurately
Willingness to participate in ongoing education and cross-training
Must hold a valid driver’s license and passport
PBS software experience is a strong asset
Experience facilitating in-person and virtual training sessions is a strong asset
Outstanding documentation abilities

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

Professional Development – Continuous training, industry certifications, and clear pathways for career advancement.
Travel Opportunities - Travel to locations across Canada, the U.S., and the Caribbean
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.
Inclusive culture - A collaborative, supportive team environment where your ideas and voice truly matter.
Employee recognition - Regular appreciation programs and performance based incentives
Competitive compensation package
Competitive annual base salary
Up to $4,800 per year in product certification bonuses
Outstanding travel incentive bonuses
Additional performance incentives
Attractive referral bonuses
Staff discounts – Exclusive savings with partners such as GM, Dell, and more