How to work with Check Support
Engage Check Support for payroll and tax assistance, ensuring timely and empathetic resolution.
Check Support is here to help you resolve payroll and tax issues, answer company questions, and act as an extension of your team. Whether you’re escalating a correction or need guidance for a customer issue, this guide explains how and when to engage Check’s support teams.
Overview
Payroll is sensitive and deeply personal—it directly impacts people’s livelihoods. When something goes wrong, employees may be frustrated or confused, and you may be on the receiving end of that concern.
It’s important to approach every support interaction with empathy and professionalism. Check’s Support team is here to partner with you and help deliver a timely, informed, and respectful experience.
What is Check Support?
Check Support serves as your partner for all payroll- and tax-related support needs. You’ll rely on the team in two main scenarios:
- To perform actions you cannot complete on your own in Console (e.g., payroll corrections, tax amendments)
- To assist with questions you’re not equipped to answer confidently or accurately
Submitting a ticket ensures you receive a timely, accurate response—so you can close the loop with the company quickly.
Core principles of Check Support
Check’s Support team focuses on six key values:
- Responsiveness: Timely replies and status updates on all issues
- Empathy: Respect and understanding in high-stakes, sensitive moments
- Clear communication: Concise explanations and next steps
- Proactivity: Anticipating needs and offering guidance before problems escalate
- Consistency: High standards and reliable outcomes across all interactions
- Expertise: Deep product knowledge and collaborative problem-solving
Areas of support
Payroll Support
Your go-to resource for all payroll-related questions and escalations. They’ll route and follow up as needed to ensure resolution.
Tax Operations
Handles tax filings and amendments. Brings specialized knowledge for tax-related issues and compliance questions.
Embedded Setup
Manages company migrations, including worker data and pay history. Coordinates with partners to ensure a smooth onboarding experience.
Support Engineering
Assists with API-related questions, technical functionality, and implementation best practices. Also handles requests for feature improvements.
Accessing Check Support in Console
To contact Check Support:
- Log in to Check Console
- Click Help Center (bottom-left corner)
- Search for documentation before submitting a request
- If needed, click Submit a Ticket (top of the Help Center)
Using CheckAI
CheckAI is available in Console at all times:
- Click the Get Help icon (bottom-right corner)
- Ask questions about payroll functionality, platform navigation, or Help Center content
- Check Ai will provide immediate, self-service answers and help you create a support ticket if you can’t find what you’re looking for.
Recording
Last updated on September 30, 2024