Technical Support Consultant

**About the role**:
Our Technical Support Consultants are knowledgeable and customer-focused colleagues working in a 2nd line support team. The role is to provide expert support, assisting internal teams and customers with payroll and HR functionalities, troubleshooting issues, and ensuring a seamless user experience.

**Purpose**:

- To provide high quality support to the Service Delivery Teams whose aim is to provide an excellent quality service to the client base including Payroll, HR, analytics, LMS, Benefits, AE, T&A, Direct Debits.
- To provide high quality support and advise in best practice to customers.
- Provide support to the Implementation Teams during the implementation and go live process.
- Prioritise work and talk to internal and external customers on a regular basis about potential impact of issues and what we’re doing to fix them.
- Work closely with the Product Development and IT Infrastructure teams on complex problems, making sure they have all the information needed to get to the root of the problem.
- Work proactively with customers (internal and external) to transfer knowledge to reduce the number of incidents raised.

**Key Accountabilities**:
**Technical Application Support**
- Resolve technical issues raised by internal and external customers in line with SLAs.
- Provide sufficient feedback to issues to prevent similar issues being raised in future.
- Escalate outstanding issues according to specified procedures to line manager or other departments.
- Proactively recommend ways in which systems and procedures can be improved to enhance business efficiency and / or add value to the customer.
- Ensure system effectiveness and product knowledge is in line with current statutory and legislative requirements.
- Train and advise team members, colleagues and customers by sharing technical knowledge and expertise.
- Work with Tech Support colleagues in the UK and India to complete work accurately and on time.

**System Administration**
- Prepare system for the new tax years according to new legislation for both UK and ROI payrolls
- Prepare payroll and third party calendars for new tax year
- Implement new system functionality across the business.
- Monitor job queues to ensure that jobs run through the system efficiently
- Monitor and respond to error messages, ensuring that reasons for errors are identified and issues resolved.

**Customer Service / Continuous Improvement**
- Develop and maintain good internal and external relationships.
- Champion customer feedback about our products internally through identifying and raising product bugs and feature requests.
- Provide best practice advice to internal and external clients in the use of Moorepay systems and processes.

**UAT**
- Review Functional Specifications of new functionality prior to Development.
- Be a Subject Matter Expert and attend walk throughs of Technical Specification / QA handover.
- Provide UAT for new releases of Moorepayhr as part of the Early Adoption Programme.
- Provide UAT of bespoke software and where agreed QA also.

**Skills & experience**:
- Previous technical support experience
- Payroll experience and/or HR experience would be advantageous
- Change Management
- Report writing skills, using MPHR and IBM Query an advantage
- Ability to work unsupervised
- Work to deadlines with appropriate prioritisation
- Flexible approach to working and problem solving
- Can make decisions without guidance
- Flexible approach to working and problem solving
- Customer Care experience
- PC Literacy - Word, Excel, PowerPoint, outlook, one drive etc
- Good technical knowledge of HR and payroll systems
- Excellent communication skills both written and verbally
- Can build effective working relationships with clients and colleagues
- A drive to learn and develop including self-development

**Benefits & culture**:
Part of the Zellis Group, Moorepay is a team of over 500 friendly professionals across four offices in Swinton (Manchester), Sheffield, Birmingham and Kochi (India). We’re passionate about making Moorepay a fantastic place to work for every single one of our colleagues. The average length of service at Moorepay is 12 years, which speaks for itself

To help make Moorepay such a great place to work, we focus on three things in our company culture: mental health support, maintaining a healthy work/life balance, and equal opportunities and inclusion for all.

Here’s what you’ll gain if you join our team:

- A career packed with opportunity, in a stable and growing company.
- A comprehensive programme of learning and development.
- Competitive base salary.
- 25 days annual leave, with the opportunity to buy more. You’ll even get your birthday off as well
- Private medical insurance.
- Life assurance 4x salary.
- Enhanced pension with up to 8.5% employer contributions.
- A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.