Job Description

You will be focused on delivering the best possible application support for a product segment for our customer base. You will engender a customer-first approach, placing the customer experience and their satisfaction at the heart of everything you do.
You will be supporting our product relating to payroll, pensions and other legislation requirements, speaking to payroll managers, system administrators, IT professionals and internal colleagues to diagnose and resolve customer impacting application issues.

• Manage assigned case workload according to priority.
• Provide complex advice and guidance and/or solutions via phone/remote access tool.
• Perform data analysis to investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions / workarounds for application issues.
• Answer P1 customer phone line, raise case on behalf of customer and aim to provide resolution on first contact.
• Identify and flag to the Payroll Support Champion any cases which may require a subject matter expert to progress.
• Identify opportunities for case deflection including trend analysis, creation of knowledge articles and potential product enhancements.
• Resolve cases within published Service Level Targets.
• Provide advice and guidance via chat tool and aim to provide solution at first contact. Where not possible raise case on behalf of the customer.
• Adhere to all Support procedures and quality standards.
• Always provide a positive customer experience to ensure customer satisfaction.
• Contribute towards team goals and objectives.
• Maintain accurate information within our systems.
• Provide rostered on call out of hours P1 support.

Required Knowledge, Skills, and Abilities

• Recent experience of supporting payroll applications.
• Relevant knowledge of payroll and associated legislation.
• Proven analytical and problem-solving skills.
• Excel in customer service.
• Excellent written and verbal communication skills.
• Able to work independently, manage your own time and priorities, giving urgency when needed.
• Able to multi-task, manage a diverse workload.
• Self-motivated and resilient.
• Well organized with an attention to detail.
• Positive and flexible attitude to work.
• Ability to work under pressure and to tight deadlines.
• Ability to work with cross-functional teams.
• Ability to learn using all available resources and retain knowledge effectively.
• Flexibility to provide rostered on call out of hours P1 support.