Payroll Support Consultant

Summary

Join Employment Hero, a fast-growing SaaS unicorn, as a Payroll Support Consultant! You'll be part of the Customer Experience team, supporting clients after they implement our product. Your responsibilities include resolving customer tickets, troubleshooting issues, and collaborating with other teams. You'll need Australian payroll knowledge, experience with payroll systems, and strong communication skills. A tertiary degree in HR is a plus. We offer a remote-first work environment, home office budget, cutting-edge tools, reward programs, and cashback offers.

Requirements

• Relevant Australian 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

Responsibilities

• 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
• Assist and collaborate with the wider squad and support team to provide best practice system use and education to all our customers
• 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

Preferred Qualifications

A tertiary degree in Human Resources and/or relevant qualification

Benefits

• A generous budget for your home office
• Cutting-edge tools and technology
• Reward and recognition programs - because great work should be recognised and rewarded
• Cashback offers and discounts on popular brands through our Swag app