Job Description

Location:

Canada - Remote

Reports to:

Director of Operations

Overview:

The Bilingual Payroll Support Analyst provides Level 1 and 2 support to clients using WorkLinks' Canadian HR/Payroll SaaS platform. This role serves as a key point of contact for clients, helping them navigate payroll processes, troubleshoot issues, and optimize their use of the WorkLinks system. The ideal candidate is detail-oriented, client-focused, bilingual in English and French, and comfortable working in a fast-paced technology environment.

Key Responsibilities:

Serve as the primary point of contact for client payroll inquiries via email and telephone, using authorized platforms such as RingCentral and Atlassian Jira, in both English and French. Research and resolve payroll issues by identifying root causes and delivering practical solutions, collaborating with clients and internal teams as needed. Maintain up-to-date knowledge of the WorkLinks platform, including new features, updates, and fixes, and participate in ongoing product training. Manage multiple support tickets concurrently, ensuring cases are tracked, prioritized, and resolved within established Service Level Agreements (SLAs). Perform application testing to verify issue resolution and ensure new updates or bug fixes do not negatively affect system functionality. Provide feedback on system performance and recommend improvements based on client interactions and observed trends. Advise clients on best practices for using the WorkLinks payroll platform to maximize efficiency and accuracy. Assist in creating and maintaining product documentation, knowledge base articles, and other client-facing resources in both English and French. Collaborate with product managers and developers to resolve escalated issues efficiently. Monitor recurring issues and proactively suggest process or product enhancements to improve service quality and efficiency. Perform other duties as directed by Worklinks Inc.

Required Qualifications

Minimum 5 years of experience in payroll support, payroll processing, or a related field. Strong understanding of Canadian payroll legislation, regulations, and practices. Fully bilingual in English and French, with strong written and verbal communication skills in both languages. Proficiency with HR/Payroll software; experience with WorkLinks or similar platforms is an asset. Strong problem-solving, analytical, and troubleshooting abilities. Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail. Customer-focused mindset with a commitment to providing exceptional service. Familiarity with ticketing systems (e.g., Jira, Salesforce) and virtual communication tools (e.g., RingCentral, Teams, Zoom).

Competencies:

Team player with a collaborative approach. Adaptable and eager to learn new processes and technologies. Proactive in identifying opportunities to improve processes and client experiences. * Professional demeanor and ability to handle confidential information with discretion.