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Payroll Customer Support Analyst- Customer Support & Training (CST)

Company Overview

For 30 years, clients in the private and public sectors have relied upon SOS International LLC (SOSi) for critical operations in the world’s most challenging environments. SOSi is privately held, was founded by its current ownership in 1989, maintains corporate headquarters in Reston, VA, and specializes in providing logistics, construction, training, intelligence, and information technology solutions to the defense, diplomatic, intelligence and law enforcement communities.

All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.

6-190731-9378: Payroll Customer Support Analyst- Customer Support & Training (CST)
LocationU.S. - South Carolina - Charleston
Open Date8/1/2019

STG, a wholly owned subsidiary of SOS International LLC (SOSi), in Charleston, SC requires a Payroll Customer Support Analyst on the Payroll Customer Support Desk. The Customer Support & Training (CST) Payroll Customer Support Desk provides customer support desk services and Payroll customer support for American employees and retirees.

•Provide front-line payroll customer phone support, based upon a team schedule, for incoming customer questions
•Ticket and provide customer assistance for calls/emails according to Payroll Customer Support procedures
•Assist the customer through the entire process of research, gathering data, performing analysis and resolving issues for both emails and phone calls
•Create Case Management tickets to record the details of the issue and to document the receipt of the customer’s initial contact
•Assist with performing analysis, research, development and delivery of presentations, training and reports
•Research DoS information sources to assist in answering client questions (GFS Knowledge base, ask HR, numerous web sites, Foreign Affairs manual, Thrift Savings Plan (TSP), and other reference documents prepared in-house
•Write GFS Knowledge Base articles, as needed, and assist with the drafting and development of instructional materials related to the improvement of payroll customer support activities
•Creates reports on a weekly, monthly and cumulative basis for internal and external use
•Meet and/or exceed acceptable scores for Quality Performance metrics related to payroll customer support activities


•Security Clearance: Secret-must have Interim Secret to start
•Education: High school education (prefer college degree in Business, Accounting, or Computers)
•Experience: One year of overall relevant professional experience in payroll processing or customer service. (prefer DoS or Federal payroll experience and high-volume call center or help desk experience)
•Perform analysis and apply critical thinking to work independently within a team and efficiently answer customer questions 
•Candidate must have superior verbal and written communication and organizational skills


•Four-year degree in Accounting, Business Administration, Computer Science or relevant field and three years of relevant experience
•Experience with CAPPS (Consolidated American Personnel & Payroll System), Report.web, Employee Express, Microsoft Office Suite, GFS Knowledge Base, Remedy Case Management, Document Imaging Software (DIS) & various websites of government agencies (Employee Express, IRS, TSP. Office of Personnel Mgmt)


•Work environment is normal for office setting in a multiple building campus (closely located) located in a Federal Facility
•The workday is 8-hour and 45-minutes including a 45-minute non-compensated lunch
•Core hours are from 9am-3pm

Company Name:
Security Clearance:
Charleston, South Carolina
United States
Not Specified
Job Number:

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