Acrisure Offices

Provides intermediate-level L2 support for HCM and payroll application incidents. Troubleshoots escalated issues, manages Salesforce cases, coordinates critical-incident triage, communicates status, leads post-incident reviews, documents root causes and corrective actions, maintains runbooks and knowledge bases, monitors platform health, tracks support metrics, and participates in a 24x7 on-call rotation. Collaborates with Operations, Engineering, Product, vendors, and other stakeholders to improve workflows and platform stability.

Facilitates onboarding, new-hire, technical, leadership, and continuing education programs for operations teams. Creates and maintains training materials, partners with leaders to identify learning needs, adapts delivery to diverse audiences, and evaluates training effectiveness. The role applies payroll expertise and adult learning principles while supporting cross-training, knowledge sharing, and ongoing improvements to training content and business outcomes.

Serve as single point of contact for new clients from post-sale through initial payroll processing; build client relationships; configure accounts in Auris Payroll System; compare prior payroll setups to ensure accurate builds; train clients on technical/self-service features; maintain compliance knowledge; coordinate with internal partners and transition to Client Services.