SKILLS & EXPERIENCE

Proven analytical and problem-solving skills with the ability to take ownership of any problem and see through to resolution

• Experience in a multi-channel customer service contact centre
• Excellent written and verbal communication skills
• Previous relevant experience of supporting any HCM Software Product Suite
• Able to work independently, manage your own time and priorities, giving urgency when needed
• Able to multi-task, manage a diverse workload
• Be approachable and able to share your knowledge through mentorship
• Self-motivated and resilient
• Be confident in leading internal huddles, meetings, and external customer meetings, documenting and sharing outputs
• Well organised with an attention to detail
• Flexibility to work in rotational shifts across a 24-hour window (6:30 am to 6.30 am next day) throughout the week, including weekends
• Positive and flexible attitude to work
• Ability to work under pressure and to tight deadlines
• Ability to work with cross-functional teams
• Ability to learn using all available resources and retain knowledge effectively

About the role
The Customer Support Specialist is on the front lines at Zellis, solving customer issues across a variety of contact channels. They ensure that we are delivering the best possible service for our customers and that issues are resolved within target SLAs. They will be a subject matter expert focused on delivering the best possible support for our customer base and as both an escalation and reference point for fellow team members. They will be adept at speaking to a variety of customers ranging from HR managers, system administrators, IT professionals and internal Zellis colleagues to diagnose and resolve complex customer problems.

In this role your key responsibilities will be:

• Be a subject matter expert in Zellis products and the support process.
• Provide real-time support for a wide range of software related queries across a variety of contact channels.
• Achieve established targets to required productivity levels and quality standards in order to deliver excellent customer support and an effortless experience.
• Progress, own and manage cases escalated from colleagues to resolution, adhering to Service Level Targets and other key customer-driven KPIs
• Perform data analysis to investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions / workarounds for application issues
• Review cases passed from colleagues where a defect has been identified, create the associated problem, knowledge article and DevOps record and manage the customers’ expectations through defined process
• Identify outstanding cases being worked by other team members which relate to problems you have raised, and update cases as appropriate
• Identify opportunities for case deflection including trend analysis, creation of knowledge articles and potential product enhancements
• Review/approve knowledge article content, ensuring no duplication within the knowledgebase
• Identify creative troubleshooting workarounds and support recommendations for cases that cannot be resolved through existing knowledge articles or troubleshooting steps. Escalate individual support cases that cannot be resolved through available troubleshooting steps to extended teams
• Adhere to all Support procedures, policies and quality standards and work with the Quality Manager and Continuous Improvement Manager to suggest and drive process improvements
• Promote Zellis products and services, both internally and externally
• Understand root cause and make recommendations on processes and product design to improve efficiency, productivity, and customer satisfaction
• Represent your team and/or Zellis Support Services during internal/external meetings
• Maintain and update accurate case and customer information within our systems