Staff Warehouse Management System Analyst
Archer
Go
Payroll Support Consultant
Employment Hero
full-time
Posted on:
Origin: • 🇦🇺 Australia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Work within the Customer Experience team to gather information and ensure continued support and success post-implementation
- Provide timely and accurate post go-live payroll support ensuring payroll accuracy and confidence in using the Employment Hero platform
- Respond to and resolve customer tickets, calls and queries related to the platform in a timely manner
- Reduce ticket escalation volume through proactive troubleshooting, clear communication, and strong product knowledge
- Contribute to process improvements, product feedback, support documentation and feature requests
- Analyse product functionality, test platforms, identify user error/system logic and root causes
- Triage and manage problem tickets, assign to appropriate teams and escalate when necessary
- Take on client and team payroll escalations and assist with requirements gathering and post mortems
- Use Zendesk, Salesforce and other internal tools to maintain records, investigations and meet SLAs
- Work with customers across email, chat, phone and screen share to understand workflows and educate on best practices
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
