I-9 Help Desk Analyst

Job Description

About the Role:

Our Fragomen WorkRight team has an opportunity for a I-9 Help Desk Analyst, the role enables you to grow and leverage your knowledge of I-9 Employment Eligibility, E-Verify, and the firm’s proprietary electronic I-9 SaaS system as well learn various Client Relationship Management and Knowledge Management systems. You will also interact professionally with our clients from various industry sectors across the country, by working either onsite or remotely as part of our firm’s dedicated help desk.

Fragomen’s I-9 Service Center is the first and preeminent I-9 SaaS and fully managed solution in the industry.  Our product is continuously updated and optimized to be flexible and allow clients to automate, streamline, and improve the compliance of their I-9 programs. 

How will you make a difference as a I-9 Help Desk Analyst at Fragomen? 

• Provide prompt and accurate client support for inquiries, access, and usage guidance through email, phone, or live chat; address E-Verify, routing, designate agent requests, and escalate legal or complex inquiries as needed 
• Leverage your knowledge of the I-9 and E-Verify employment eligibility process and being able to relay that information to clients
• Learn various Software as a Service (SaaS) products that are utilized by the firm and our clients
• Complete daily intake and report review for various clients, as well as complete follow-ups and escalations; complete contract monitor tasks; support team members in related tasks
• Perform alternative procedure verifications via webcam; monitor and follow up on Sections 1 and 2, reverification, and receipt processes; ensure accuracy and compliance in intake, correction, and missing/rejected document cases 
• Manage E-Verify submissions, resolve compliance issues, and ensure program adherence with follow-up actions 
• Demonstrate good judgement and attention to detail when processing and auditing the forms I-9, supporting documents, and E-Verify
• Participate in assigned ad hoc projects
• Understand how to securely handle Personally Identifiable Information (PII)
• Participate in UAT for upcoming system updates and releases. 
• Prioritize, escalate, and resolve matters in a prompt manner
• Appraise and troubleshoot technical issues with our development team
• Listen, apply good customer service, and multitask
• Work cohesively, independently and with good time management skills.

 Leverage your valuable skills and experience to make an impact at Fragomen:

• Have a bachelor’s degree
• 1-2 years of I-9 Help Desk / Service Desk or volume processing experience required
• Show meticulous attention to detail
• Demonstrate basic problem-solving skills, good judgement, and overall tech savvy
• Have a basic level of knowledge of Microsoft Office Suite, Google Suite
• Ability to adapt to various Knowledge Management Systems (KMS)
• Ability to execute and complete time sensitive tasks without supervision
• Ability to work in a high volume and in a fast-paced environment
• Ability to manage confidential and sensitive information

Benefits:

At Fragomen, we know that great people make a great organization. We value our people and offer employees a broad range of benefits which includes:

• 22 PTO days + Federal holidays
• Medical, Dental, and Vision plans + FSA & HSA Plans
• 401K plan, with company matching

Learn More About Fragomen:

Please take time to read About Us, explore the Meaningful and Impactful Work we do for our clients, and review the standard Benefits we offer. You can find all the material to the right of this page.

All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position's location, and conducting a comprehensive background check, where permitted by local regulations.