Customer Support Specialist

Do you love payroll and helping people? We have a great opportunity for you to showcase both your payroll knowledge and exceptional customer service skills while being part of a female-led high growth company using the latest technology.

If you are exceptional at customer service, love technology and have some knowledge of or experience in UK payroll, we would love you to come and join our team as customer support champion.

You'll be part of a growing cloud payroll software company which is looking to the future. You will be supporting our customers on the phone, email and live chat to help them get the best experience with our software.

You'll also be assisting with migration from other products as well as being instrumental in producing how-to guides and videos.

You will be fully supported and given training in all aspects of the software with the added benefit of learning even more about payroll

You can work from home (we will supply all necessary equipment), however if you would prefer to work in an office environment, you can come to our offices in Horsham or Bedford.

Full time hours will be either 8 - 5 or 9 - 6 Monday-Friday with 20 days holiday plus bank holidays. We are open to the idea of part-time hours as we are looking to recruit more than one person in this role so we can be very flexible. Salary range £28-£32k FTE.

Please complete our application form and send along with your CV and we will be in touch.

Application form:

Job Title: Customer Support Champion

Location: Remote OR Horsham OR Bedford

Company Overview: FreshPay is a leading provider of innovative payroll software solutions, dedicated to streamlining payroll processes for businesses of all sizes. We pride ourselves on delivering exceptional customer service and support to our clients. We are an independent software company founded by 3 female professionals with a small close knit team.

Job Summary: The Customer Support Champion will serve as the primary point of contact for clients, providing expert assistance and guidance on our payroll software products. This role involves troubleshooting issues, offering solutions, and ensuring a seamless user experience. The ideal candidate possesses strong communication skills, a deep understanding of payroll processes, and a passion for customer service.

Key Responsibilities:

Client Assistance: Respond promptly and professionally to customer enquiries via phone, email, and chat, addressing questions and resolving issues related to our payroll software.

Troubleshooting: Diagnose and resolve technical problems by guiding clients through step-by-step solutions, ensuring minimal disruption to their operations.

Product Expertise: Develop and maintain an in-depth understanding of our payroll software to provide accurate information and training to clients.

Migration: Providing migration support and assisting with data migration from other payroll software products to ours

Feedback Collection: Gather customer feedback and relay insights to the product development team to contribute to continuous improvement.

Documentation: Maintain detailed records of customer interactions, issues, and resolutions in the CRM system.

Collaboration: Work closely with cross-functional teams, including product development and sales, to ensure customer satisfaction and product enhancements.

Training: Conduct webinars and training sessions to educate clients on new features and best practices. Create and maintain help guides to ensure the guides are complete and up to date at all times.

SALARY - £28 - £32k

Job Type: Full-time

Pay: £28,000.00-£32,000.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service: 1 year (required)
• Payroll: 1 year (preferred)

Work Location: Remote