Customer Support Agent

**About the role**:
**About the Role**

**The Customer Support Agent will represent Zellis Customer Support in internal and external based Customer interactions.

You will be supporting Zellis solutions, speaking to and interacting with varied customer persona, including HR and/or payroll managers, finance managers, system administrators, IT professionals and internal Zellis colleagues to diagnose and resolve customer impacting solution issues.

You will have the ability to identify and support continuous improvement, focussing on quality measures and technical specialist knowledge, to ensure a consistent, repeatable model approach to service delivery.

You will be expected to be onsite with the Customer Support teams in Zellis locations during the working month, primarily where your own team is located but with potential to travel to other Zellis locations, sometimes overnight. This role may also involve travel to Customer sites or the Zellis office in Kochi

You will have some flexibility to provide on-call support as required to include evenings and weekends on a rota basis

**Role accountabilities and Responsibilities**
- **Technical & Product Support**
- Provide expert support for Zellis products (e.g., Elementsuite, ResourceLink, MyView, HCM Cloud) including configuration, pay elements, user access, and organisational structures.
- Investigate and resolve data and solution issues through analysis, troubleshooting, and defect management.
- Escalate unresolved cases, document problems, and contribute to knowledge base and product improvement processes.

**Case & Customer Management**
- Manage support cases through to resolution, ensuring regular updates and adherence to SLAs and KPIs.
- Deliver multi-channel support and expert guidance, always ensuring a positive customer experience.
- Proactively identify and reduce case volumes through trend analysis, knowledge sharing, and product enhancements.

**Knowledge & Process Improvement**
- Create, review, and approve knowledge articles to support case resolution and avoid duplication.
- Recommend process and product improvements based on root cause analysis and customer feedback.
- Promote Zellis products and services both internally and externally.

**Collaboration & Development**
- Represent the support team in internal and external meetings.
- Follow support procedures, maintain quality standards, and contribute to continuous improvement.
- Stay updated on new product releases and support knowledge sharing across the team.
- Identify and manage risks, and actively pursue personal and professional development.

**Skills & experience**:
**Skills & Experience**

**Customer Support & Service Delivery**
- Proven experience delivering support or operational services for small-to-medium software, advisory, or managed service customers; HCM industry knowledge is a plus.
- Committed to achieving SLAs, KPIs, and delivering excellent customer service and outcomes.
- Skilled in reducing inbound demand and improving customer satisfaction through NPS and pulse surveys.

**Communication & Collaboration**
- Strong verbal and written communication across multiple channels; able to influence peers and customers.
- Effective team player with experience supporting peers and helping junior colleagues develop.
- Contributed to shared team resources (e.g. asset libraries) and fostered a positive team culture.

**Self-Management & Professionalism**
- Self-motivated, resilient, and organized—able to manage time, priorities, and high-pressure workloads independently.
- High attention to detail and ability to multitask across a diverse workload.

**Problem Solving & Continuous Improvement**
- Analytical thinker with strong problem-solving skills and ownership mindset.
- Actively follows development paths, seeks knowledge, and supports continuous improvement initiatives.
- Understands change levers and contributes to improved customer success.

**Additional**
- Industry-recognised qualification is desirable.

**Benefits & culture**:
At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:

- Unstoppable together.
- Always learning.
- Make it count.
- Think scale.

Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challeng