WORK FROM HOME! be our customer support engineer - payroll systemsCitius Solutions Corporation

Job Overview
 
We are seeking a Customer Support Engineer with prior experience supporting payroll systems to assist customers using our SaaS application, CORE, which includes a newly launched payroll module powered by Gusto Payroll.
 
This is a customer-facing role focused on supporting payroll workflows, troubleshooting payroll-related issues, and guiding users through payroll and accounting concepts with clarity and empathy.
 
Key Responsibilities
Provide customer support via phone, email, and ticketing systems for payroll-related inquiries
Support end-to-end payroll workflows, including:
Payroll setup and configuration
Payroll processing
Taxes, deductions, and compliance
Payroll and financial reporting
Troubleshoot payroll and payroll-integration issues and provide clear resolutions or workarounds
Identify, document, and escalate product or payroll-related issues as needed
Accurately log cases, actions taken, and resolutions in the support system
Collaborate with internal teams to improve payroll support processes and documentation
Deliver a high-quality customer experience through clear communication, patience, and empathy
Qualifications & Experience
Prior experience supporting payroll software (e.g., Gusto, ADP, or similar platforms)
Experience in customer-facing SaaS or business application support
Strong understanding of payroll processes and general accounting concepts
Excellent spoken and written English communication skills
Experience handling customer concerns via phone, email, and ticketing systems
Preferred Skills
Accounting or bookkeeping background
Experience supporting accounting, financial, or HR software
Familiarity with support tools such as Zendesk or similar platforms
Ability to work independently in a remote, fast-paced environment