Customer Support IT Help Desk (m/f)

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        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 consultation 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.
Compensation

First month: part-time, half of the base rate.
First 6 months: annualized compensation of 25,000 USD.
After 6 months: annualized compensation of 35,000 USD, contingent upon demonstrated performance and reaching full independence in the role. If more time is needed, the 25,000 USD annualized rate continues until that level is reached.
Starting after 6 months, an additional 300 USD per month is paid on top of base compensation (for tax, insurance, and related obligations).

Work Arrangement
This is a remote, home office based position. Working hours are EST 9:00 AM to 5:00 PM, aligned with our U.S. clients.
Selection Process
As part of the interview process, candidates will be asked to demonstrate their spoken English ability directly with the interviewer. Candidates may also be asked to complete an aptitude test to assess their IT and technical skills.
Equipment & Work Requirements
Forework does not provide a computer. Candidates must have their own computer, reliable high-speed internet, and a quiet home workspace suitable for client calls and meetings.
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), sufficient to independently conduct a full client meeting in English.
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.
Familiarity with AI tools (e.g. ChatGPT, Gemini) and comfort using them in day-to-day work.

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

Gain valuable experience in a professional high-impact environment.
Learn how to work in complex SaaS systems.
Develop high-demand software and client management skills.
Be part of a growing company where performance and dedication are recognized.
Contribute meaningfully to client success and operational excellence.

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