Payroll Support Consultant

October 24

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Employment Hero

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SaaS • HR Tech • Recruitment

Employment Hero is an all-in-one HR, payroll, and recruitment platform designed to streamline workforce management for businesses across various markets including Australia, New Zealand, the United Kingdom, Singapore, and Malaysia. The platform offers a suite of AI-powered tools to simplify hiring, onboarding, employee engagement, payroll management, and compliance, helping businesses increase efficiency and reduce manual errors. Employment Hero also features 'Swag', an employment superapp that combines work, career opportunities, flexible pay, and benefits management for employees. Recognized as an innovative solution for both SMEs and large corporations, Employment Hero integrates with various platforms and provides real-time support to optimize human resource processes.

501 - 1000 employees

Founded 2014

☁️ SaaS

👥 HR Tech

🎯 Recruiter

💰 Series F on 2022-02

📋 Description

• As a Payroll Support Consultant, you’ll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero product. • Providing timely and accurate support to customers post go-live, ensuring payroll accuracy and confidence in using the EH platform • Resolving support tickets efficiently while delivering a high level of customer care and professionalism • Reducing ticket escalation volume through proactive troubleshooting, clear communication, and strong product knowledge • Enhancing the customer experience by contributing to process improvements, product feedback, and support documentation • You will provide support to clients after they 'go-live' by walking them through updates needed or how to troubleshoot in a variety of ways, such as award interpretation and platform configuration • Responding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely manner. • Proactively analyse and understand product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements. • Conduct/triage customer support issues and assign to the appropriate team or resolve where possible. • Take on client and team payroll escalations for our customers • Assist with requirements gathering to run post mortems and run internal support team workshops • Escalating 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) • Proactively contribute feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insights.

🎯 Requirements

• Relevant Australian and/or New Zealand Payroll knowledge and industry experience. • Previous experience in setting up, implementing and/or administrating payroll systems (knowledge of EH Payroll/KeyPay is a plus!). • Exposure to working in fluid, high change and high velocity environments. • Prior exposure to customer experience within a SaaS (Software as a Service) environment. • An attitude that always puts your customer's needs first • Problem solving skills with a sound and thorough approach to troubleshooting. • Ability to manage competing priorities, working autonomously; requesting assistance where needed. • Strong and polished verbal and written communication skills.

🏖️ Benefits

• You will work remotely, with the flexibility to own your time and impact • You will access cutting-edge tools to amplify your work, knowledge and outputs • You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life • You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies • You’ll also have access to a wide range of benefits that includes - a very generous paternity leave policy, subsidised egg freezing (so you can make the choice that’s right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities