Job Description

About Us

PrismHR is the leading payroll, benefits, and HR software for Human Resource Outsourcing (HRO) organizations, including Professional Employer Organizations (PEOs) and Administrative Service Organizations (ASOs). Powering more than 80,000+ companies, 2.5 million worksite employees, and $85 billion in payroll processed annually, PrismHR is the most efficient, reliable, and scalable software solution to help PEOs and ASOs grow and prosper. The PrismHR platform is a complete, integrated HR solution supporting the full "hire-to-retire” lifecycle of HR services. And PrismHR provides a wide range of additional resources that go beyond just technology and support: PrismHR SEEDS sales and marketing program, the annual PrismHR LIVE Conference, and numerous learning opportunities throughout the year are all designed specifically to help PrismHR customers grow their business.

The Execupay Product Consultant is responsible for delivering a high-quality client support experience through Salesforce case management, phone support, and real-time collaboration tools. This role serves as a primary point of contact for Execupay licensees, troubleshooting and resolving issues across software, payroll, tax, ACH, and related applications. The representative balances responsiveness, technical problem-solving, and proactive communication to ensure timely resolution and strong licensee relationships.

Essential Duties and Responsibilities

Licensee Support & Case Management

• Manage inbound support requests via Salesforce (cases), phone, and virtual meetings
• Own assigned cases from intake through resolution, ensuring accuracy and completenessProactively communicate updates, timelines, and resolutions to licensees
• Prioritize and manage workload across case queues and phone queues
• Document troubleshooting steps, findings, and outcomes clearly within Salesforce
• Escalate issues appropriately based on impact, urgency, and complexity.

Licensee Experience & Communication

• Deliver consistent, professional, and empathetic licensee interactions
• De-escalate challenging situations and guide conversations toward resolution
• Advocate for licensee needs while aligning with internal processes and priorities
• Build trust through clear communication and follow-through

Technical Troubleshooting

• Investigate and resolve issues across payroll processing, payroll tax, ACH processing, billing, and application functionality
• Analyze data, system behavior, and licensee configurations to identify root causes
• Collaborate with internal teams on complex issues - Ability to think critically to solve Client problems that haven't been solved previously.

Operational Excellence

• Maintain accurate and complete case documentation.
• Identify recurring issues and contribute to process and product improvements.
• Stay current on system updates and procedural changes Team Contribution.
• Support peer development through knowledge sharing and mentoring.
• Contribute to team performance goals.
• Participate in training and team meetings.

Marginal Functions

• Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients.
• Attend webinars and training to stay up to date on best practices related to the company and department.
• Complete projects and other duties as assigned by supervisor

Knowledge, Skills, and Abilities

• Salesforce or similar ticketing systems
• Payroll and payroll tax fundamentals
• ACH processing concepts
• Basic SQL and reporting tools preferred
• Understanding of integrations and general system troubleshooting
• Strong problem-solving and communication skills
• Ability to manage multiple priorities
• Strong organizational and time management skills
• Strong technical writing skills
• Fluent English speaking and writing skills

Required Education & Experience

• High school diploma or GED required; higher education preferred
• 2+ years experience in payroll, support, or related fields

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Frequently required to sit; occasionally required to stand and walk.
• Specific vision abilities required include close vision, color vision, and ability to adjust focus.
• Frequently required to talk and hear.
• Moderate concentration/intensity, which includes prolonged mental effort.
• Average memory, taking into consideration the amount and type of information.
• Noise level in the work environment is usually moderate.

This position is eligible for the following benefits:

Health Insurance: Medical, dental, and vision coverage

Retirement Plan: 401(k) with company match

Paid Time Off: PTO, Holidays, Parental leave and Sick Leave provided as required by applicable state law

Other Benefits: Life insurance, short term disability, long term disability, employee assistance program (EAP), flexible spending account (FSA), health savings account (HSA), Identity theft protection, critical illness, accident, cancer, hospital protection, legal and pet insurance.