MassPay Inc
  • Beverly, MA, USA
  • Full Time


The HCM/Payroll Support Specialist is a client focused role, responsible for maintaining the relationships with a specified set of clients.  This role will both address general administration issues, as well as supporting clients with the ongoing use of iSolved.  This position requires strong desire to provide excellent customer service, superior troubleshooting skills and attention to detail, expert knowledge of iSolved, and also the capacity to recognize and pursue growing the relationship with their clients through education and upsell & cross sell opportunities.  This role will independently manage customer accounts, and exercise their discretion when analyzing unique situations and offering and best judgement and guidance for our customers.

Serving as an Account Manager is position is a frequent point of contact for our clients and must make a powerful positive impression with every encounter. 


  • Proactively evaluate and work with client ensuring the client has an optimal experience with all facets of their set-up. Educate customers on unused components of iSolved (as appropriate based on the Account Manager's knowledge of the client's operation) and support the customer in expanding their use of iSolved.
  • Research, troubleshoot and resolve client inquiries, as part of ongoing support for your client set.
  • Recommend solutions to various Benefits, HR, Time and Tax needs, proactively identifying upsell/cross-selling opportunities.
  • Assists clients with general inquires.
  • Support customers via phone and email.
  • Train clients on HCM/payroll platform to ensure clients are able to manage all aspects of their HCM & payroll operations independently.
  • Accurately and completely document all customer interactions in our CRM system. 
  • Facilitate cross departmental interactions with other teams in MassPay, to ensure open communications for the benefit of our client's success.
  • Continuously seek out process improvement opportunities and take ownership to implement positive change.
  • Other duties may be assigned as needed.


  • 2+ years of experience working with a Payroll/HCM software and/or 2+ years of experience supporting clients with SaaS solutions.
  • Associates degree required.
  • Strong interpersonal skills, with the ability to communicate effectively, both verbally and in writing.
  • Outstanding customer service skills are required.
  • Excellent time management skills, and ability to meet deadlines, prioritize and manage several tasks effectively.
  • Ability to see the big picture, utilizing good business judgement to help our customers be successful with their iSolved account.
  • Ability to learn technology quickly through instruction and self-training.
  • Attention to detail & results oriented.


MassPay, Inc. provides small and mid-sized businesses a full suite of HR and Payroll products and services to support their needs, utilizing the latest technology and providing unrivaled personal service.  We value business relationships and place a priority on getting to know our clients, keep them in compliance and be proactive to their needs in order to provide the absolute best service. 

MassPay has been named to the BBJ's Pacesetters/Fast 50 list of the fastest growing private companies in Massachusetts for four consecutive years, and most recently, to the Inc. 5000 for year over year revenue growth in 2014, 2015, 2016 & 2017 (only 10% of companies have achieved four consecutive years).  In 2015, MassPay was named a Best Place to Work by the Boston Business Journal.


MassPay Inc
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