KPIs,CustomerbrandNPSandemployeeengagementeNPS. Investigateanddiagnosedataissuesfordatastructures. Progress,ownandmanagecasestoresolution,adheringtooperationaloutcomesandServiceLeveltargetsandkeepingtheCustomerandcolleaguesregularlyupdated. Performdataanalysistoinvestigate,diagnose,andapplycorrectiveactionand/orusetroubleshootingtechniquestoidentifysolutions/workaroundsforsolutionissues.Reviewcaseswhereadefecthasbeenidentified,createtheassociatedproblem,knowledgearticleandDevOps/ProductHubrecordandmanagethecustomersexpectationsthroughdefinedprocess. Identifyopportunitiesforcasereductionanddeflectionincludingtrendanalysis,creationofknowledgearticlesandpotentialproductenhancements. Escalateindividualsupportcasesthatcannotberesolvedthroughavailabletroubleshootingstepstoextendedteams. Skills&Experience ProvenexperienceinacustomerfacingSoftwareSupportrole. DemonstrabletechnicalskillsinSQL,JAVA/JSONorsimilar Exeperienceusingcasemanagementtools,suchasServiceNoworZendesk ExperiencewithSLAs,KPIs,andcustomersatisfactionmetrics(e.g.,NPS). HR/PayrollorWFMknowledgewouldbeanadvantagebutnotessential. Benefits&Culture AtZelliswecreatemarket-leadingHR&Payrollproductsandservices,topowerexceptionalemployeeexperiencessothatyouandyourpeopledobetter.Ourmulti-award-winningproductspayoverfivemillionemployeesayear,withalmosthalf(42%)oftheFTSE100 ...