Payroll Support Specialist
3 weeks ago
Estimated salary: AU$80,000 - AU$110,000 per annum
Company OverviewEmployment Hero is a leading Australian company that provides innovative HR and payroll solutions to businesses. We are committed to delivering exceptional customer experiences and driving growth in the industry.
Job DescriptionThis role is within our Customer Experience team, where you will work closely with clients to ensure their continued support and success after implementing our product. Your primary responsibility will be to provide timely and effective support to clients, responding to their queries and resolving issues related to the Employment Hero Platform.
You will also collaborate with the wider squad and support team to provide best practice system use and education to all our customers. Additionally, you will analyse and understand product functionality across the platform and logic in detail, testing in platforms to identify user error/system logic and related root causes.
Your tasks will include conducting/triaging customer support issues and assigning them to the appropriate team or resolving where possible. You will also take on client and team payroll escalations for our customers, assist with requirements gathering to run post mortems, and run internal support team workshops.
Furthermore, you will escalate issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team. Working 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.
Managing Problem Tickets with urgency and collaborating with key stakeholders to resolve as quickly as possible. Leveraging 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).
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