Payroll Customer Support Analyst

Payroll Customer Support AnalystHaynes Inc., an experienced long-term government contractor, is searching for a Payroll Customer Support Analyst to serve our client, the Department of State (DOS) in beautiful Charleston, SC. To be considered for this job, the candidate must be able to obtain a security Secret Clearance, or already possess one. A Secret Clearance will open a lot of other doors for your career with the Government, including the possibility of being hired directly. This is a full-time onsite job with a starting salary range between $51,000 - 54,500 PLUS our generous benefits package (outlined below).About Haynes, Inc. Haynes Inc, continues to partner with Department of State (DoS) in Charleston, SC. Our 80+ employees support the DoS Comptroller and Global Financial Services (CGFS) Center in the areas of: Global Compensation, Information Systems Security (ISSO), and Global Financial Operations. We serve the U.S. Foreign Service, Department of State Civil Service, Foreign Service Retirees, Embassies, and Overseas U.S. Agencies reaching 180 countries and 140 currencies. Haynes, Inc. provides services in: Accounting, Administration, Budget, Travel, Vouchering, Accounts Receivables, Reconciliation, Systems Analysis, Information Systems, Computer Security, Payroll and Compensation, Treasury, Payroll Customer Service, Training, Audits, and Paralegal Analysis.Haynes, Inc. provides our employee family a robust benefits package including: 11 paid Federal holidays, generous Employer Match on your 401k, Paid Time Off, Medical/Dental/Vision Insurance, Flexible Spending Accounts, Life Insurance, Disability, Tuition Reimbursement, free Professional Development & Training Program with 9000+ courses, and more! We thrive on providing a good work/life balance and in creating an inclusive culture where employees feel valued, appreciated, and are rewarded for top performance!Department Overview The Bureau of the Comptroller and Global Financial Services (CGFS), Department of State (DoS), Charleston, SC requires for a Payroll Customer Support Technician on the Payroll Customer Support Desk. Office of Customer Engagement (CE) provides customer support desk services, knowledgebase management and training, training development and delivery for overseas financial operations, system implementation training and support and Payroll customer support for American employees and retirees. This position will provide payroll processing support by phone and email to American employees and retirees. The contractor shall perform these services under Department of State Customer Support Management. Minimum Requirements1 year of overall relevant (payroll processing or customer service) professional experienceExperience performing analysis, critical thinking, and working independently within a team to efficiently answer customer questions. Experience working with web based or client-server technologies and experience performing business systems analysisPreferred Skills, but not RequiredAccounting procedures, policies, and operationsFederal payroll, high volume call center, or help desk experienceOur most Successful Employees in this Position Demonstrate:Strong communication skills for phone and email customers, including escalated tickets. Desired skills: Effective Listening, Tact and Patience, Positive Persuasiveness, Attentiveness and Courteousness, Ability to multi-task and work from one situation to another at a fast paceSuperior verbal and written communication and organizational skillsJob Responsibilities The ServiceNow system is an on-line database for tracking the initial communication and the on-going dialogue with the customers until final resolution that allows the closure of the trouble tickets. Phone calls, e-mails, and customer inquiries are tracked within the ServiceNow system. A unique ticket number is systematically assigned when the ticket is successfully submitted. Analysts are required to enter all customer issues into the ServiceNow system.The Payroll Customer Support Technician supports Department of State employees and retired annuitants and their payroll related inquiries. Technicians will use Knowledge Base, Department of State systems (GFACS, DIS, EEX Admin etc.) to provide first contact resolution whenever possible. Additionally, they will follow the Payroll Helpdesk Quality Assurance (QA) program. The QA program monitors employee output and provides specific feedback on performance and consistent coaching and training for employee development. The Quality Control Program (QCP) ensures: Accuracy and quality of customer interactions (phone and email) Provides feedback on strengths and areas of improvement Provides coaching and on-job training when applicable Uses quality monitoring data to compile and track performance at team and individual level Provides feedback to team leads and managementEnsure that the Payroll Customer Support Desk voicemail is addressed both at the beginning of the day and throughout the dayAssists with performing analysis, research, development and delivery of presentations, training, and reportsProvide front-line payroll customer phone support, based upon a team schedule, for incoming customer questions. Ticket and provide customer assistance for these calls according to Payroll Customer Support desk proceduresStrive to meet our Service Level Agreement of answering incoming Payroll Customer Support e-mails. Create ServiceNow tickets to record the details of the issue and to document the receipt of the customer's initial contact.Update ServiceNow tickets any time that additional correspondence or research is performed on behalf of the customer and close a ServiceNow ticket if the issue is confirmed as resolved with the customer or when confirmation is received by department analysts responsible for resolutionAssist the customer through the entire process of research, gathering data, performing analysis, and resolving the issue for both emails and phone callsResearch DoS information sources to assist in answering client questions (GFS Knowledge Base, Ask HR, numerous web sites, Foreign Affairs Manual, Foreign Affairs Handbook, Thrift Savings Plan (TSP), and other reference documents prepared in-house)Write GFS Knowledge Base articles, as needed, and assist with the drafting and development of instructional materials related to the improvement of payroll customer support activitiesRefer unresolved issues to the appropriate department or office following Retirement or American Pay and Payroll Customer Support proceduresAs part of research time activity, follow-up on tickets pending longer than one week by following up with the appropriate contact to determine the ticket's statusPer established ISO 9001 Work Instruction guidelines, appropriately identify select Payroll and Retirement tickets which are critical to the success of GFS's business as "Level II". Escalate Level II tickets following Payroll Customer Support procedures and perform regular follow up on the status of the tickets.Support ISO 9001 requirements by reviewing existing RDs (Reference Documents) to ensure they are relevant and consistent with customer needs and CGFS policy requirementsEscalate issues to the Payroll Customer Support team lead or CGFS Global Compensation Customer Advocate as appropriateEnsure constant coverage on the support Desk between the hours of 8:30 and 4:30pm Monday through FridaySoftware Systems Utilized Global Foreign Affairs Compensation System (GFACS) Global Employee Management System (GEMS) Share Point Employee Express Microsoft Office Suite CGFS Knowledge Base ServiceNow Document Imaging Software (DIS) Avaya Workplace Websites of government agencies, e.g., IRS, Thrift Savings Plan (TSP), Office of Personnel Management (OPM)Additional Information: To be hired, the candidate must reside in the state of South Carolina. This position supports a government contract and is subject to the government agency rules and management. Employees must remain in their current position for at least one year before applying for another job within the company or contract.Work Schedule: This is a full-time job located on Dyess Ave. in North Charleston, SC. Work hours are 40 hours per week between the hours of 6:00 am - 6:00 pm. Flex-time is available. Core working hours are 9:45 am - 2:45 pm. Work schedule is defined based on the work requirements of our client's division, Global Financial Services. The contract has a non-compensated 30-, 45- or 60 minute lunch Monday through Friday. Additional hours may be required and/or must be authorized by your Program Manager and DoS Management.Haynes, Inc is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment because of race, color, religion, gender, national origin, age, marital status, disability, veteran status, sexual orientation, or other protected status in any of the terms or conditions of employment.