Compliance System Call Support Specialist
MPACT Strategic Consulting LLC
Houston, TX 77027
$25 an hour
Description
Compliance System Call Support Specialist
The Compliance System Call Support Specialist is the first line technical support resource for those customers using a cloud-based system to administer Certified Payroll Reporting (CPR). This individual supports subcontractors and prime contractors with everyday inquiries such as system access, submitting payroll and compliance questions.
Key Responsibilities:
- Provide front-line support for all system users via phone and email
- Respond to and resolve support tickets related to Certified Payroll Reporting (CPR)
- Assist users with login issues, password resets, and account setup/activation
- Guide contractors through CPR submission processes and payroll entry
- Troubleshoot common issues such as signature errors, rejected payrolls, and submission discrepancies
- Support users in understanding system functionality
- Escalate technical or compliance-related issues as needed
- Maintain accurate records of support requests, resolutions, and recurring issues
- Assist with onboarding new contractors to ensure proper system use from project start
- Maintain knowledge of system updates, new features, and best practices to support users effectively.
- Any other duties as assigned
Position Qualifications:
- Minimum of 3-5 years in a virtual customer service support role
- Excellent analytical and problem-solving skills.
- Strong written and verbal communication skills.
- Attention to detail and the ability to manage multiple tasks simultaneously.
- Strong organizational skills, with attention to detail and accuracy.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and the ability to quickly learn new software.
- Ability to work in a fast-paced environment, meet deadlines, handle complex compliance matters and work in a team-oriented environment
- Willingness to learn and take on new tasks.
- Motivated to develop expertise in compliance and contract administration.
Preferred Skills:
- Bilingual in Spanish and Englis
- Experience in LCPTracker
- Elation Systems knowledge
- Experience with any compliance software or payroll system(s)