Payroll Customer Support Consultant

at  Employment Hero

OUR MISSION AND WHERE YOU FIT IN

At Employment Hero, we’re an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.
Since our inception in 2014, we’ve had some pretty impressive growth (100% YoY), reached unicorn status in 2022, and now serve 300,000 businesses globally, with 2 million+ users on the platform. We have no plans to slow down.
There’s never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let’s see if we could be a match!

• Provide functional systems administration and support, including management of system issues/incidents to ensure that users are supported with a prompt resolution
• 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 pension set up and platform configuration
• Taking on client and team Payroll and HR escalations to resolve in a timely manner
• Assist with requirements gathering to run post mortem’s and run internal support team workshops
• Assist with troubleshooting and client queries; coordinate closely with internal teams for a successful customer experience
• You will respond to payroll and HR related queries from internal support team members and external clients via email, phone, live chat the Employment Hero platform and from time to time video calls.
• You will help to build and continually improve documentation, and embrace new & existing technologies to improve the way we provide service, both for our customers and for our internal team of Support Specialists
• Manage and be accountable for your customer sentiment and scores across your interactions, including following up and understanding where these are received below benchmark
• Ensure product requirements are gathered accurately and are communicated transparently to the product squad
• Constantly review and improve our delivery processes
• Work with the wider business to drive forward continuous improvement initiatives
• As a subject-matter expert provide guidance and support to other team members as needed