Job Opportunity
We are seeking a dedicated Payroll Support Specialist to join our team.
* Gather customer information and ensure continued support and success after implementing our Employment Hero product.
* Provide timely and accurate support to customers post go-live, ensuring payroll accuracy and confidence in using the EH platform.
You will provide ongoing support to clients after they go-live by guiding them through updates needed or how to troubleshoot in various ways, such as award interpretation and platform configuration.
* Respond to and resolve customer tickets, calls, and queries related to the Employment Hero Platform in a timely manner.
* Collaborate with the wider squad and support team to provide best practice system use and education to all our customers.
* Proactively analyze and understand product functionality across the platform and logic in detail; and test in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements.
Conduct/triage customer support issues and assign to the appropriate team or resolve where possible. Take on client and team payroll escalations for our customers. Assist with requirements gathering to run post mortems and internal support team workshops. Escalate issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team.
* Work 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 processes.
* Manage Problem Tickets with urgency and collaborate with key stakeholders to resolve as quickly as possible.
* Utilize 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 insights.