I-9 Help Desk Analyst

Fragomen, Del Rey, Bernsen & Loewy, LLP • Full-time • US-Silicon Valley Offsite, United States of America • 3w ago

Job Description

Fragomen’s WorkRight US I-9 Team is seeking an I-9Help Desk Analyst for a fast paced and exciting role. As an I-9Help Desk Analyst, you will become a subject matter expert (SME) in I-9 Employment Eligibility, E-Verify, Fragomen’s I-9 Service Center and other SaaS programs. This is a “client facing” role that will interact professionally with our clients from various industry sectors across the country.

FragomenWorkRight US I-9 is the preeminent I-9 SaaS and fully managed solution in the industry.Our product is continuously updated and optimized to be flexible and allowclients toautomate, streamline, and improve the compliance of their I-9 programs.In this opportunity, you will work with a group of smart, motivated, and diverse individuals to learn new skills and gain knowledge surrounding I-9 management and compliance.

This role will progress from initial responsibilities including audit and review of I-9 forms,making form corrections, troubleshooting customer issues, to eventually handling move complex client projects like updating portals and interfaces and gathering client requirements for product customizations.

This role can be Hybrid from our Silicon Valley Office (San Jose, CA) or 100% Remote from anywhere in the US.

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

Answer customer inquiries via email, phone, live chat,and video meeting

Providetimely and accurate service center support to internal and external clients

Learn 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

Participating in new hire onboarding sessions to review and collect copies of required documents presented by the new hire

Complete employment eligibility processes for new hires

Monitor and review I-9 and E-Verify processes for our various types of service level clients

Demonstrate good judgement and attention to detail when processing and auditing the forms I-9, supporting documents, and E-Verify

Understand how to securely handle Personally Identifiable Information (PII)

Prioritize, escalate, and resolve matters in a timely manner

Appraise and troubleshoot technical issues with our development team

Listen and apply amazing customer service

Participate in assigned projects as needed

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

Strong customer facing experience, track record of success within a service role

Excellent communication skills (spoken/written)

Ability to think critically, review information and troubleshoot solutions

Ability to work cross-functionally

Ability to work in a high volume and in a fast-paced environment

Ability to manage confidential and sensitive information

Proven ability to solve customer problems and take ownership for issues through resolution

Amazing judgement, decision making ability, and meticulous attention to detail

You consider yourself “tech savvy” and have experience with Microsoft Office Suite, Google Suite, and possess the ability to research and learn new skills and software. Experience with ServiceNow a plus.

Fragomen is committed to promoting diversity, inclusion and equal opportunity for all employees and applicants, regardless of race, ethnicity, heritage, gender, age, religion, disability, sexual orientation, gender identity or intersex status.