I-9 Help Desk Analyst

Job DescriptionFragomen’s WorkRight US I-9 Team is seeking an I-9 Help Desk Analyst for a fast paced and exciting role. As an I9 Specialist, 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.Fragomen WorkRight 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 allow clients to automate, 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 I9 Specialist at Fragomen?• Answer customer inquiries via email, phone, live chat, and video meeting• Provide timely 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 neededLet’s talk if you have the following qualifications and experience:• 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.Compensation:The salary range for this role takes into account many factors that are considered in making compensation decisions including but not limited to the individual’s skills, experience, qualifications, work location, work arrangement, licensure and certifications, and applicable laws. It is not typical for an individual to be hired at the top end of the range for their role and compensation decisions are dependent on the factors noted.A reasonable and good-faith estimate of the current salary range for individuals able to work a hybrid schedule in the office locally is:$45,000.00 - $54,000.00You may also be eligible to take advantage of our benefits offering, 401K, and paid time off plans.