Technical Operations Support Specialist I - Payroll Tax Support

Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.  

While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.
 

We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it’s career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business. 

Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.
 

Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!   

This is a fully remote position, allowing you to work from home or location of record within the U.S. with no in-office requirements. You must be available five days per week during designated work hours. The work arrangement for this role is subject to change based on business needs and individual performance. This may include adjustments to on-site requirements or schedule expectations, as necessary.

Business Hours for this position at 9am to 6pm CST.

Position Overview

The Technical Operations Support Specialist I is responsible for delivering high-quality technical support for Paylocity’s growing suite of applications, including modules such as HR & Payroll, General Ledger, Tax support, Integrations, Data Insights/Reporting, Custom Calculations, and Time and Labor/Hardware. This role serves as a key resource for resolving complex client issues and supporting internal departments by addressing escalated technical concerns.
 

The Technical Operations Support Specialist will troubleshoot a wide range of issues, including software functionality, payroll transmission, installation errors, time and labor discrepancies, payroll tax questions, and database-related problems. In addition, the role involves setting up and supporting standard features within web-based applications. This position requires a strong ability to communicate technical information clearly and effectively, ensuring clients and internal teams receive actionable guidance.

Payroll Tax Support within Technical Support is responsible for providing support to internal partners in assisting Paylocity’s clients with payroll tax functionality and pay history data corrections. This includes answering questions about how to set up employees’ taxes to ensure accurate tax withholding, performing User Acceptance Testing (UAT) when new tax calculation functionality is being released, and troubleshooting payroll tax calculation system issues and reporting opportunities to Development to enhance the system. 

A successful Payroll Tax Support TSS has strong mathematical ability, intermediate to advanced Excel expertise, and an ability to learn, understand, and adapt to ever-changing tax rules quickly. Past payroll tax experience and an FPC or CPP designation would make that TSS stand out even more!  
 

Primary Responsibilities

The below represents the primary duties of the position; others may be assigned as needed.

• Provide technical support by troubleshooting software and hardware issues using remote tools.
• Serve as the first point of contact for clients and internal inquiries via cases, emails, and calls, addressing issues related to web-based products and services while ensuring timely follow up and resolution.
• Support clients in the modification of items that may include Time off Accruals, Time and Attendance, Tax Adjustments, ACA, General Ledger, Reporting, Custom Calculations, and/or security requests.
• Document all interactions and identify recurring issues or trends.
• Collaborate with internal teams to resolve complex issues and improve software performance.
• Share knowledge and support team learning across the organization.
• Use tools like Excel (VLOOKUP, Pivot Tables) to manage and analyze data.
• Communicate clearly with both technical and non-technical users.
• Represent the team in client interactions, events, and meetings.
• Effectively switch between multiple communication and tracking systems
• Remain flexible to business needs, including varying shifts and project support.
• Continuously build expertise in applications and help ensure quality and performance standards are met.

Education and Experience

• Bachelors Degree
• 3+ years’ experience in a customer service role; experience in a help desk/technical support role preferred
• Intermediate MS Office skills, especially with Excel, specifically being able to import data and use pivot tables, and VLOOKUP.
• Strong oral and written communication
• PC hardware/software experience including installation, maintenance, and training end users.
• Ability to learn new software and desire to continue learning.
• Ability to analyze data for high-level problem resolution.
• Technical aptitude to learn database tools, such as SQL, or other software or internal developed tools.
• Must have strong mathematical skills for report calculations, accruals, General Ledger, etc.
• Experience with Lean Six Sigma a plus
• Experience with direct communications up to the C-Suite level
• Understanding HR&P tax set ups and impact on filings

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.
 

At Paylocity, we believe diversity makes us better. We embrace and encourage our employees’ differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.

We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact accessibility@paylocity.com. This email address is exclusively designated for such requests, aligning with federal and state disability laws. Please do not send resumes to this email address, as they will be removed.

The base pay range for this position is $41,400 - $60,000 /yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position offers a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.