Payroll Support Consultant
November 15
Description
• At Employment Hero, we're an ambitious bunch of people on a mission to make employment easier and more valuable for everyone. • You'll be working within our Customer Experience team and will be responsible for gathering information from customers and ensuring their continued support and success after implementing our Employment Hero product. • 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. • 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. • Conducting/triaging customer support issues and assigning to the appropriate team or resolving where possible. • Working with customers across multiple channels (email, chat, phone, screen share) to understand their organisational workflow and how the platform can support them. • Managing Problem Tickets with urgency and collaborating with key stakeholders to resolve as quickly as possible. • Proactively contribute feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insights.
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. • A tertiary degree in Human Resources and/or relevant qualification (nice to have).
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.
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