CAN SBS PC Help Desk 172614 - Internal

Provide support on payroll processing, tax calculations, deductions, and employee payments and Time Assist customers with Payroll & time software navigation and troubleshooting. Respond to queries related to: oPayroll runs and schedules oEmployee setup and maintenance oEarnings, deductions, and benefits oCanadian payroll taxes (CPP, EI, income tax basics) oYear-end processes (T4s, ROE basic guidance) Ensure accurate and compliant information aligned with Canadian payroll regulations. Maintain SLA adherence while managing multiple chats/calls. Document all interactions clearly in CRM/ticketing systems. Escalate complex or sensitive issues to payroll specialists or Tier 2 teams. Deliver excellent customer experience with a solution-oriented approach.
Shift:Technical( 06:30 PM - 03:30 AM)
Skill:Voice Payroll
JobCode:Voice Operations
Grade/Level:G2L1
##LI-DNIStrong verbal and written communication skills (English mandatory). Ability to explain financial and payroll concepts in a simple manner. Good typing speed and multitasking ability (handling chat + voice). Basic understanding of payroll concepts (training will be provided). Strong analytical and problem-solving skills. Comfortable working in night shifts (Canada hours) and hybrid setup. Basic computer literacy (MS Office, CRM tools). Preferred Qualifications Prior experience in BPO / Customer Support (Voice & Chat). Knowledge/exposure to Canadian payroll or ADP platforms is a strong advantage. Familiarity with: oPayroll systems (ADP, Ceridian, QuickBooks Payroll, etc.) oTax components like CPP, EI, and income tax Experience supporting small business clients preferred. Associate should have completed 12 months in their current role Grade level G1L2 and above Should be a consistent performer on key business parameters Should not be on performance improvement plan in the last six months