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Case Triage (Critical): Monitor incoming support cases in Salesforce and assign appropriate SLA (Service Level Agreement). Identify urgent issues requiring immediate attention vs. those that can wait for senior analysts in the morning. Proper triage prevents critical issues from being missed.

Case Investigation: Pick up unassigned cases, read what client reported, review screenshots/documents, log into internal or client environments to replicate the issue, research similar past cases in Salesforce, use technical manuals and AI tools to understand root cause, and document findings thoroughly in case notes.

Solution Delivery: Test potential fixes in test environments, draft clear client responses explaining the issue and solution, update case notes with investigation steps and outcomes, and escalate complex issues to programming or senior analysts when needed.

Team Collaboration: Work with internal team members (programming, product managers, senior analysts) to resolve complex cases. You'll need to communicate professionally and understand team dynamics and when to escalate vs. resolve independently.

Continuous Documentation: Every investigation step must be documented in shared Drive as you work. This keeps the supervising analyst informed (who handles client meetings on your behalf) and creates knowledge base for future similar cases.

Required Experience & Skills

Must Have:

Prior ERP system experience (SAP, Oracle, Dynamics, Workday, ADP, or similar)
Brief understanding of US payroll concepts: tax withholdings (federal/state), FICA, overtime calculations, direct deposit, benefits/deductions, W-2/941 forms
Strong technical troubleshooting ability – systematic problem-solving approach
Excellent written English for case documentation and client communication drafts
Comfortable using AI tools (ChatGPT, Claude) to quickly research technical documentation
Extreme attention to detail – small errors cause major problems in support work

Strongly Preferred:

ServiceCloud or Salesforce experience (case management)
Basic SQL/database understanding
Canadian payroll knowledge (bonus, not required)

Technical Requirements

Hardware:

Reliable computer: Windows 10/11, 8GB+ RAM (16GB preferred), i5/Ryzen 5+ processor, SSD storage
Stable internet: 10+ Mbps download, 5+ Mbps upload
UPS or laptop battery backup (for power outages)
Second monitor strongly recommended

Software & Access:

VPN with Toronto IP address (required for security – NordVPN or similar)
Microsoft Edge browser (primary)
Remote desktop tools (AnyDesk, TeamViewer, etc.)
Email and messaging tools

Security: You'll handle confidential payroll data (SSNs, salaries, tax info). Strict confidentiality required. No public WiFi. Any breach = immediate termination.

Work Arrangement

Schedule: 3:00 PM – 11:00 PM EST, Monday-Friday (11:00 PM – 7:00 AM Ethiopia time). This is your shift coverage period when North American senior analysts are offline. Supervising analyst available most of this time for questions.

Training: 2-4 weeks intensive onboarding including on Academy courses (US Payroll, International Payroll, E-Times, ESS, HCM modules), Salesforce procedures, shadowing cases, supervised practice cases with feedback.

After Training: Work independently on cases with supervising analyst backup. Daily check-ins, screen sharing as needed (no camera), escalation for complex issues. You're expected to handle case volume independently once trained.

Performance Metrics: Speed and accuracy of case resolution, documentation quality and completeness, proper SLA assignments, ability to identify similar past cases, professional communication in notes and drafts.

Why This Role Works

Good Fit If You:

Enjoy investigating technical problems systematically
Comfortable learning complex systems quickly with AI assistance
Prefer independent work with clear documentation standards
Want stable remote work with North American business exposure
Like variety – every case is different

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ERP Payroll Support Analyst (Remote)

Accounting & Finance

Skills And Expertise

Private Client