Payroll & HR Support Specialist
1 month ago
We are seeking a highly motivated and enthusiastic individual to join our Payroll team as a Payroll & HR Support Specialist. As a key member of our team, you will provide 2nd line software support to internal teams and clients with application-related queries and issues, with a focus on the Payroll Software.
Key Responsibilities:- Support the Payroll Teams with Payroll queries through to resolution.
- Investigate application-related queries raised by internal and external customers and resolve issues in line with SLAs.
- Manage any issues/incidents through to successful resolution and complete RCA with recommendations for improvement.
- Champion the voice of the customer by raising bugs and new features.
- Help customers understand how best to use their Software (HCM) to support their business needs.
- Update internal and external customers on bug fixes and new features to create a great client experience.
- Understand and provide support to clients on applications and processes.
- Work closely with the Tech, Product Development, and IT teams to investigate and resolve issues.
- Provide consultation to clients to understand requirements and deliver professional service bespoke work.
- Share knowledge and expertise with onshore and offshore colleagues, striving for a consistent client experience.
- Keep up to date with technology trends, product enhancements, industry developments, and Payroll legislation.
- Train and advise team members, colleagues, and clients by sharing technical knowledge and expertise.
- Work collaboratively with Tech Support in Kochi to complete work accurately and on time.
- Provide UAT for new releases.
- Input into feature design meetings with product management.
- Act as a subject matter expert, where required, for feature design or bug fixes.
- This role would be ideal for someone with experience in IT support and/or IT service desk with great customer service skills.
- You have strong IT skills and a keen interest in fixing problems.
- You're an analytical thinker with an innovative approach to problem-solving.
- You can work to deadlines with appropriate prioritization.
- You can take ownership of decision-making when required.
- You're comfortable working with others, building effective working relationships with clients and colleagues.
- You have excellent communication skills, both written and verbal.
- You embrace change as technology, products, and services evolve.
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