Payroll Assistant
Permanent,Full-time
Job Description
- 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 customer phone line, raise case on behalf of customer and aim to provide resolution on first contact.
- Identify and replicate application defects, provide documented steps and flag to the Dedicated Support Champion for re-allocation.
- Identify and flag to the Dedicated 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 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.
Reference no: 90238