Ophelia Boyd

· Provide advanced technical support/troubleshooting to clients via cases/tickets and quickly engaging clients (Phone, Screenshare, and/or Chat) · Diagnose and resolve complex issues related to our Tax Filing software, in a timely, accurate, and empathetic fashion. · Escalate unresolved issues to higher-level support or development teams, as necessary. · Advance knowledge and add value by becoming proficient in multiple UKG product disciplines · Initial contact and face of the company while intaking and diagnosing customer inquiries; ensuring high levels of customer satisfaction. · Conduct regular follow-ups with clients to ensure issues are resolved and to provide updates on ongoing cases. · Document all client interactions and troubleshooting steps in the support CRM (Salesforce). · Generate and analyze reports, leverage, and update knowledge articles, and provide comprehensive instructions and updates via case management. · Assist in real-time supporting and mentoring of peers. · Stay updated on the latest features and updates of our Tax Filing software. · Provide feedback on operational processes and potentially engage in roundtables via cross-functional efforts for improvement · Assist with product enablement

Liaison between customers, tax agencies, and payroll partners, with responsibility for being the primary contact on all tax service matters. Knowledge of all phases of tax filing processes, from conversion through account termination, including funding, governmental requirements for Federal, State and Local agencies. Maintenance of Client Master File data for a complex client base, includes updating tax rates, frequencies & tax id numbers for all jurisdiction, resolution of all payroll tax issues/matters, updating client’s banking information and auditing client records on a periodic and quarterly basis. Primary contact for interface problems and resolutions, working as a liaison between customers, IS staff and third party payroll vender's Knowledge of all CORE system interfaces, including People soft, Kronos, Source Data Manager, Oracle-based and client systems and knowledge of Ceridian transmission specifications. Identify and resolve customer disputes relating to pricing, billing, contract issues and related activities. Track and report significant issues related to payroll inquiry and amendments management, provide compliant filing of all quarterly and annual returns, including reconciling variances, Decision maker, must utilize knowledge of all phases of the tax filing process to assess the employer’s needs, evaluate the optimum course for resolutions, and provide timely follow up with all parties involved, all within a critical period of hours or days. Encounter problems related to tax liabilities, Common Pay Agents, re-incorporation and questions related to compliance with over 6,000 jurisdictions.