3 days ago Be among the first 25 applicantsThis range is provided by Employment Hero. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.Base pay rangeA$85,000.00/yr - A$95,000.00/yrWho We AreEmployment Hero is on a mission to make employment easier and more valuable for everyone. Our Employment Operating System brings hiring, HR, payroll and benefits into an all-in-one solution.Since our inception in 2014, we've scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 2 million employees.The EH WayAt Employment Hero, we're proud of our unique DNA, which we call The EH Way.We are Mission First - everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our MissionWe are Remote First - we champion a remote environment with a preference for asynchronous communication and a high degree of autonomyWe are AI First - we are committed to using AI to accelerate our mission; AI is not just a tool, it's a fundamental part of how we operate, innovate, and scaleWe are Apolitical - we do not take a position on political or social topics, unless it relates to our MissionWe Live by Our Values - we role model our values 100% of the timeWe Expect High Performance - we set a high standard and we're not satisfied with being averageThis roleAs a Payroll Support Consultant, you'll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero product. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary.Your key focus areas will be{{:}} Providing timely and accurate support to customers post go-live, ensuring payroll accuracy and confidence in using the EH platformResolving support tickets efficiently while delivering a high level of customer care and professionalismReducing ticket escalation volume through proactive troubleshooting, clear communication, and strong product knowledgeEnhancing the customer experience by contributing to process improvements, product feedback, and support documentationThis will includeYou will provide support to clients after they 'go-live' by walking them through updates needed or how to troubleshoot in a variety of ways, such as award interpretation and platform configurationResponding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely mannerAssist and collaborate with the wider squad and support team to provide best practice system use and education to all our customersProactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancementsConduct/triage customer support issues and assign to the appropriate team or resolve where possibleTake on client and team payroll escalations for our customersAssist with requirements gathering to run post mortems and run internal support team workshopsEscalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product TeamWorking with customers across multiple channels (email, chat, phone, screen share) to understand their organisational workflow and how the platform can support them to maximise their people processesManaging Problem Tickets with urgency and collaborating with key stakeholders to resolve as quickly as possibleLeveraging ZenDesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs)Proactively contribute feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insightsWho You AreTo thrive at Employment Hero, you'll need to embody The EH Way - operating with focus, agility, and an obsession with impact. For this role, you'll also bringRelevant Australian and/or New Zealand Payroll knowledge and industry experience.Previous experience in setting up, implementing and/or administrating payroll systems (knowledge of EH Payroll/KeyPay is a plus!).Exposure to working in fluid, high change and high velocity environments.Prior exposure to customer experience within a SaaS (Software as a Service) environmentAn attitude that always puts your customer's needs firstProblem solving skills with a sound and thorough approach to troubleshootingAbility to manage competing priorities, working autonomously; requesting assistance where neededStrong and polished verbal and written communication skillsWhat We Can OfferAt Employment Hero, we don't just talk about a better way to work - we live it. Joining Employment Hero meansYou will work remotely, with the flexibility to own your time and impactYou will access cutting-edge tools to amplify your work, knowledge and outputsYou'll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your lifeYou'll own ESOP (employee share options) in one of the world's fastest-growing tech companiesYou'll also have access to a wide range of benefits that includes - a very generous paternity leave policy, subsidised egg freezing (so you can make the choice that's right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunitiesAt Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here employmenthero.com/legals/applicant-policy/Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.Seniority levelSeniority levelAssociateEmployment typeEmployment typeFull-timeJob functionJob functionCustomer ServiceIndustriesTechnology, Information and InternetReferrals increase your chances of interviewing at Employment Hero by 2xSign in to set job alerts for “Support Consultant” roles.Systems Implementation Specialist ( POS)Payroll Implementation Consultant | AustraliaSydney, New South Wales, Australia 1 month agoSydney, New South Wales, Australia 5 hours agoSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 1 day agoTechnical Support Engineer - (Sydney, Australia)Sydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 6 days agoMainframe Technical Support Engineer (Australia, Sydney, Remote)Sydney, New South Wales, Australia 1 day agoDedicated Linux Desktop & Devices Support Engineer - SingaporeMainframe Technical Support Engineer (Australia, Sydney, Remote)Mainframe Technical Support Engineer (Remote, Australia, Sydney)Sydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 6 days agoNorth Ryde, New South Wales, Australia 1 week agoSydney, New South Wales, Australia 4 weeks agoWe’re unlocking community knowledge in a new way. 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