Sprout Solutions

Payroll

• Be Sprout Solutions’ industry expert for all payroll processes and industry best practice
• Deliver accurate, timely, and business critical timekeeping and payroll processes through Sprout’s technology solutions
• Manage all assigned clients responsibilities
• Respond to payroll-related inquiries and resolving concerns
• Maintain accurate records of payroll documentation and transactions
• Develop subject matter expertise on Philippine payroll and HR
• Manage and comply faithfully to all payroll regulatory, tax, and statutory requirements
• Remain current on payroll and HR policies and trends, and on other industry best practices
• Ensure that the client company complies accurately and timely to all reporting requirements
• Build strong relationships with the client’s personnel and management
• Follow faithfully the administrative policies of Sprout Solutions Phils., Inc and the policies of the client organization.
• Ensure that Sprout Solutions’ business is not compromised by your actions and unauthorized decisions

Payroll Master

• Provide technical support and advice to clients on the company’s payroll and HR products
• Develop subject matter expertise on payroll and HR
• Remain current on payroll and HR policies and trends, and on other industry best practices
• Create and build a productive and trusting relationship with clients
• Demo the payroll and HR products to clients articulately and confidently
• Work on a process flow for on-boarding new accounts
• Manage assigned customer issues and take action to resolve issues
• Assist with pre and post sales activities
• Balance internal needs against customer requirements and/or internal businesses/end user's needs within defined parameters
• Demonstrate basic understanding of business contract to support and meet contractual metrics and obligations in area of responsibility
• Forward action items to development team and work with them to outline solution, monitor progress and report fixes/enhancements to client

Customer Advocate

• The primary responsibility of Customer Advocate I is to provide clear and timely solutions to concerns raised by clients.
• They are skilled subject matter experts with which customers can rely on for answers.
• They are the first contact of clients for inquiries & concerns.
• Serves as the initial point of assistance, addressing issues encountered by customers.
• As the primary point of contact, Customer Advocate I manages the biggest ticket volume and they are responsible for properly documenting all the relevant information related to the concerns.
• Should be able to use these channels to decipher which best to use given the issue at hand: Ticket, Online Meeting, Call.
• The goal is to make clients experts in Sprout products by educating them through any type of customer engagement.
• Work closely with both clients and the relevant Sprout stakeholders to identify needs, provide solutions, and ensure that the clients are updated timely and accurately.
• Responsible for properly documenting all the relevant information related to the concern which is to be sent to the client and potentially used when escalation is required.
• Responsible for filing internal tickets to be passed on to the engineering or product team.
• Help clients become experts by contributing to the product Knowledge Base.
• Expected to exhaust all possibilities of issue resolution which includes the use of knowledge base articles (internal & external) and other internal tools.
• Collaborate with different resources and teams in Sprout to solve client issues.
• Should adhere to SLAs depending on severity level and follow escalation matrix when needed.
• Focus on addressing straightforward concerns and provide foundational support.
• Assist with general inquiries (Basic Navigation, Troubleshooting, and System Setup).
• Create informational materials for common system concerns.
• Acquire information about the issue by examining the symptoms and analyzing the underlying problem.
• Document all the necessary and relevant information related to the concern for escalation.

Payroll Master

Payroll Master

Customer Advocate, CSR – HR & Payroll