Payroll Customer Support Analyst (Tier 1)

Job Details  

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. Customer Support & Training (CST) 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 Requirements

• 1 year of overall relevant (payroll processing or customer service) professional experience
• Experience 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 analysis  

Preferred Skills, but not Required

• Accounting procedures, policies, and operations 
• Federal payroll, high volume call center, or help desk experience

Our most Successful Employees in this Position Demonstrate:

• Strong communication skills for phone and email customers, including escalated tickets.  Desired skills: 
  1. Effective Listening  
  2. Tact and Patience 
  3. Positive Persuasiveness 
  4. Attentiveness and Courteousness 
  5. Ability to multi-task and work from one situation to another at a fast pace 
• Superior verbal and written communication and organizational skills

Job Function/Responsibilities

• ServiceNow:  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:

1. Accuracy and quality of customer interactions (phone and email)
2. Provides feedback on strengths and areas of improvement
3. Provides coaching and on-job training when applicable
4. Uses quality monitoring data to compile and track performance at team and individual level
5. Provides feedback to team leads and management

• Ensure that the Payroll Customer Support Desk voicemail is addressed both at the beginning of the day and throughout the day
• Assists with performing analysis, research, development and delivery of presentations, training, and reports
• Provide front-line payroll customer phone support, based upon a team schedule, for incoming customer questions.  Tickets and provide customer assistance for these calls according to Payroll Customer Support desk procedures
• Strive 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 resolution
• Assist the customer through the entire process of research, gathering data, performing analysis, and resolving the issue for both emails and phone calls
• Research 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 activities
• Refer unresolved issues to the appropriate department or office following Retirement or American Pay and Payroll Customer Support procedures 
• As 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 status
• Per 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 requirements
• Escalate issues to the Payroll Customer Support team lead or CGFS Global Compensation Customer Advocate as appropriate
• Ensure constant coverage on the support Desk between the hours of 8:30 and 4:30pm Monday through Friday

Security Clearance Requirement 

All personnel provided under this task order must be able to either possess or obtain a security clearance of “Secret”, to be issued by Department of State, Diplomatic Security. Important note to consider: A Secret Clearance will open a lot of other doors for your career in the Government to include possibilities of being hired directly.

Work Schedule

The employee will work an 8-hour shift between the hours of 6:15 am to 6:00 pm with a non-compensated 45-minute lunch (See your Project Manager for work schedule and department policies). Additional hours may be required and must be authorized by your Project Manager and DoS Management. Software Systems Utilized

• Global Foreign Affairs Compensation System (GFACS) 
• Global Employee Management System (GEMS) 
• Share Point 
• Employee Express 
• Microsoft Office Suite 
• GFS 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)