AsaCustomerSupportAgent,youwillrepresentZellisCustomerSupportininternalandexternalcustomerinteractions,deliveringexceptionalserviceandtechnicalexpertise.Youwilldemonstratekeytechnicalandoperationalskillsinamulti-channelenvironment,focusingonprovidingthebestpossiblesolutionsupportforourcustomerbase.Acustomer-firstapproachisessential,placingcustomersatisfactionattheheartofeverythingyoudo.

Inadditiontostrongtechnicalcapability,weareparticularlyinterestedincandidateswithpayrollexpertiseorexperienceinHR/payrolloperations.Thisknowledgewillhelpbridgethegapbetweentechnologyandpayrollprocesses,ensuringwedeliveraccurate,efficient,andcompliantsolutionsforourcustomers.

Youwillinteractwithvariedcustomerpersonas,includingHRandpayrollmanagers,financemanagers,systemadministrators,ITprofessionals,andinternalZelliscolleaguestodiagnoseandresolvesolutionissues.

Responsibilities

• Demonstratekeytechnicalandoperationalskillsfortherole,forexamplesupportingandresolvingissueswithZellisSolutions,includingElementsuite,Everyday,ResourceLink,MyView,HCMcloud/AIR,includingissueswithconfiguration,payelements,usersecurity,organisationandjobstructures.
• Contributetowardsteamgoalsandobjectives,includingSLAs,KPIs,CustomerbrandNPSandemployeeengagementeNPS.
• Investigateanddiagnosedataissuesfordatastructures.
• Progress,ownandmanagecasestoresolution,adheringtooperationaloutcomesandServiceLeveltargetsandkeepingtheCustomerandcolleaguesregularlyupdated.
• Performdataanalysistoinvestigate,diagnose,andapplycorrectiveactionand/orusetroubleshootingtechniquestoidentifysolutions/workaroundsforsolutionissues.Reviewcaseswhereadefecthasbeenidentified,createtheassociatedproblem,knowledgearticleandDevOps/ProductHubrecordandmanagethecustomersexpectationsthroughdefinedprocess.
• Identifyopportunitiesforcasereductionanddeflectionincludingtrendanalysis,creationofknowledgearticlesandpotentialproductenhancements.
• Escalateindividualsupportcasesthatcannotberesolvedthroughavailabletroubleshootingstepstoextendedteams.

Skills&Experience

• ProvenexperienceinacustomerfacingSoftwareSupportrole.
• DemonstrabletechnicalskillsinSQL,JAVA/JSONorsimilar
• Exeperienceusingcasemanagementtools,suchasServiceNoworZendesk
• ExperiencewithSLAs,KPIs,andcustomersatisfactionmetrics(e.g.,NPS).
• HR/PayrollorWFMknowledgewouldbeanadvantagebutnotessential.

Benefits&Culture

AtZelliswecreatemarket-leadingHR&Payrollproductsandservices,topowerexceptionalemployeeexperiencessothatyouandyourpeopledobetter.Ourmulti-award-winningproductspayoverfivemillionemployeesayear,withalmosthalf(42%)oftheFTSE100,50%ofthetopretailersand30%ofthetopuniversitiesintheUK&Irelandascustomers,makingusthelargestproviderofPayrollandHRsoftwareandmanagedservices.

Ourvisionistobetheclearleaderinpay,reward,analytics,andpeopleexperiences.We’repassionateaboutcreatinganenvironmentwherepeoplewanttojoin,belongto,andbepartofaprogressiveorganisation.Ourvalues,whichweredefinedwithinputfromallofour2,000colleagues,weliveandbreatheeveryday:

• Unstoppabletogether.
• Alwayslearning.
• Makeitcount.
• Thinkscale.

Ourpeoplearecriticaltoourongoingsuccess;wereproudofourinclusiveculturethatgivesyoutheplatformtogrow,challengethestatusquoandplayacrucialroleinfurtherenhancingourmarketpositionastheleadingproviderofHR&Payrollsoftwareandservices.WithZellisyoullhavethechancetostretchandchallengeyourselfinanenvironmentthatsvaried,flexibleandhugelysupportive.

Wealsolovetorewardandrecogniseourbrilliantcolleagues.Aspartofyourbenefitspackage,youllreceive:

• Acompetitivebasesalary.
• 25daysannualleave,plusyourbirthdayoffandtheopportunitytobuyadditionalholiday.
• Privatemedicalinsurance.
• Lifeassurance4xsalary.
• Enhancedpensionschemewithcompanycontributionsupto8.5%.
• Ahugerangeofadditionalflexiblebenefitsacrossfinancial&personalwellbeing,lifestyle&leisure.