Customer Support IT Help Desk

About Forework

Forework is a growing U.S.-based (New York) payroll, tax, and human resources services company supporting businesses across the United States. We have opened a customer service, IT support, payment processing, and tax payment office in Mostar and are looking to hire quality, committed, and passionate individuals who will grow with the Company.

Forework was founded by Emina Sadovic-Poricanin, a Mostar-born attorney who lives in New York, and who specializes in US labor laws.

Forework licenses to its clients a workforce management software called UKG Ready, and this UKG system is built to do payroll for employees and freelancers, workforce management, labor time tracking, and human resources services. Forework also provides consultations services to its business clients about human resources and labor relations.

We are building a high-performance team committed to excellence, professionalism, and customer satisfaction.

Position Overview

The Customer Support IT Help Desk is responsible for onboarding new clients into the UKG Ready system and providing ongoing software support on all of the modules in the UKG software. This role combines:

Client-facing customer service
Software configuration and troubleshooting
Project coordination and deadline management
Payroll support and system accuracy

The ideal candidate is professional, technically capable, highly organized, and committed to delivering excellent service to U.S.-based business clients.

This is a growth opportunity within a fast-paced and rapidly growing company. We are looking for energetic individuals who will commit themselves to learn the job, learn our clients, and stay with us long term to best serve those clients for many years.

Key Responsibilities

Client Onboarding & Implementation

Serve as the primary point of contact for clients during onboarding.
Lead kickoff meetings, discovery sessions, weekly check-ins, and go-live preparation.
Gather client requirements and assist in configuring payroll, timekeeping, and HR modules within UKG Ready.
Track project timelines, action items, and client deliverables.
Maintain clear documentation of meetings and system setup decisions.

Customer Support & Troubleshooting

Respond professionally and promptly to client inquiries via email and virtual meetings.
Troubleshoot payroll system issues, configuration questions, and user errors within UKG Ready.
Coordinate with vendors and internal teams to resolve technical issues when necessary.
Guide clients toward independence by reinforcing training materials and software resources.

Payroll & Operational Support

Support clients in meeting payroll deadlines and processing schedules.
Assist with payroll file review, submissions, and ensuring timely pay execution.
Help coordinate year-end payroll forms such as W-2s and 1099s in partnership with tax vendors.
Maintain strong attention to detail to ensure payroll accuracy and compliance.

What We Expect

Forework is a growing company with high standards. Every team member is expected to:

Demonstrate consistent professionalism and reliability.
Communicate fluently and confidently in English with U.S. business clients.
Learn new systems quickly and continuously improve.
Take ownership of solving client problems.
Work with urgency and accountability to meet deadlines.
Prioritize customer satisfaction and results over simply completing assigned hours.

This is not a passive support role. It requires initiative, follow-through, and a commitment to excellence.

Required Qualifications

Minimum 2 years of customer service experience supporting companies outside of Bosnia, preferably U.S.-based businesses.
Excellent English proficiency (reading, writing, and speaking) suitable for U.S. professional environments.
Experience in a client-facing role involving software systems, SaaS platforms, or technical troubleshooting.
Strong ability to learn and adapt to new software systems quickly.
High level of professionalism, reliability, and accountability.

Preferred Qualifications

Experience with payroll systems, HR software, workforce management platforms, or SaaS implementations.
IT, technical support, or system configuration experience.
Some college education in IT, Information Systems, Computer Science, or a related field.
Experience managing multiple client projects simultaneously.
Familiarity with U.S. payroll processes is a plus.

Why Join Forework