Payroll Application Support Consultant

Summary

Join Unit4 and provide professional, efficient, and effective support to our customers. Investigate, document, and resolve application problems using our case logging system. Progress each issue to conclusion, liaising with colleagues and other departments. Adhere to Service Level Guidelines, handle escalations, and communicate complicated issues effectively. Identify opportunities for service improvement and raise them through appropriate channels. Train and mentor less experienced team members. Proactively highlight potential escalation risks and coordinate additional resources. Actively contribute to knowledge-sharing activities. We offer a culture built on trust, balance with uncapped time off and remote work, talented colleagues, a commitment to sustainability, and a safe and inclusive working environment.

Requirements

• Exceptional Customer facing skills, understand and be able to implement the concept of exceptional Customer Service
• Exhibits good analytical and problem-solving abilities
• Exhibits excellent communication skills and is fluent in English both written and oral
• Common knowledge of Microsoft technologies, workplace processes and IT infrastructure
• Ability to manage your own time to prioritise workload and meet deadlines
• Friendly and professional manner with an enthusiastic positive approach to tasks
• Able to use initiative and work alone, and as part of a team

Responsibilities

• To investigate, document and resolve the application problems passed to the Customer Support team via Unit4’s case logging system
• To progress each issue through to conclusion, liaising with colleagues and other departments, as appropriate
• To process all support cases adhering to Service Level Guidelines
• Handle customer escalations, take ownership of complicated issues, and communicate these accordingly
• To investigate, document and present to the Customer Services Team Leader process improvements that enhance the customer experience
• To identify opportunities for service improvement or chargeable activities and to raise these via the appropriate channels
• To train and mentor less experienced members of the team around product knowledge, skills and processes
• Be pro-active in highlighting potential escalation risks with your Team Leader and co-ordinate any additional resource requirements to assist with investigation
• Actively contribute to and participate in knowledge sharing activities

Preferred Qualifications

• Experience in HRIS/HCM/Payroll is highly desirable (especially Singapore Payroll)
• Knowledge or experience with ServiceNow or similar would be highly advantageous
• ITIL knowledge
• Common knowledge of SQL

Benefits

• A culture built on trust - giving you the freedom and autonomy to be successful
• Balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being
• Talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry
• A commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet
• A safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4