Payroll Support Consultant

Summary

Join Employment Hero as a Payroll Support Consultant and be part of a rapidly growing global company. You will provide post-implementation support to customers, ensuring payroll accuracy and platform proficiency. Key responsibilities include resolving customer tickets, troubleshooting issues, and enhancing customer experience. You will collaborate with the wider team, proactively analyze product functionality, and escalate complex issues. The role requires strong communication, problem-solving skills, and relevant payroll experience. Employment Hero offers remote work flexibility, cutting-edge tools, and various benefits.

Requirements

• Relevant Australian and/or New Zealand 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 timely and accurate support to customers post go-live, ensuring payroll accuracy and confidence in using the EH platform
• Resolve support tickets efficiently while delivering a high level of customer care and professionalism
• Reduce ticket escalation volume through proactive troubleshooting, clear communication, and strong product knowledge
• Enhance the customer experience by contributing to process improvements, product feedback, and support documentation
• 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
• Respond 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

Benefits

• You will work remotely, with the flexibility to own your time and impact
• You will access cutting-edge tools to amplify your work, knowledge and outputs
• You’ll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life
• You’ll own ESOP (employee share options) in one of the world’s fastest-growing tech companies
• A very generous paternity leave policy
• Subsidised egg freezing
• A WFH office expense budget
• Outstanding learning & development opportunities