Customer Support Agent

The Customer Support Agent will represent Zellis Customer Support in internal and external based Customer interactions.

You will demonstrate key technical and operational skills in a multi-channel environment, focussing on delivering the best possible solution support for our customer base. You will engender a customer-first approach, placing the customer support experience and their satisfaction at the heart of everything you do.

You will be supporting Zellis solutions speaking to and interacting with varied customer persona, including HR and/or payroll managers, finance managers, system administrators, IT professionals and internal Zellis colleagues to diagnose and resolve customer impacting solution issues.

You will have the ability to identify and support continuous improvement, focussing on quality measures and technical specialist knowledge, to ensure a consistent, repeatable model approach to service delivery.

In this role you will:

• Contribute towards team goals and objectives, including SLAs, KPIs, Customer brand NPS and employee engagement eNPS
• Competent at investigating and diagnosing data issues for data structures
• Provide multi-channel support for complex advice & guidance queries and/or solutions requiring subject matter expertise
• Progress, own and manage cases to resolution, adhering to operational outcomes and Service Level targets and keeping the Customer and colleagues regularly updated as to progress
• Perform data analysis to investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions / workarounds for solutions issues
• Review cases where a defect has been identified, create the associated problem, knowledge article and DevOps/ProductHub record and manage the customers’ expectations through defined process
• Alongside your peers, identify outstanding cases being worked by other team members which relate to problems you have raised, and update cases as appropriate
• Identify opportunities for case reduction and deflection including trend analysis, creation of knowledge articles and potential product enhancements
• Review/approve knowledge articles, ensuring no duplication within the knowledgebase
• Identify creative troubleshooting workarounds and support recommendations for cases that cannot be resolved through existing knowledge articles or troubleshooting steps
• Escalate individual support cases that cannot be resolved through available troubleshooting steps to extended teams
• Adhere to all Support procedures, policies and quality standards and proactively participate in ongoing improvements
• Promote Zellis products and services, both internally and externally
• Understand root cause and make recommendations on processes and product design to improve efficiency, productivity, and customer satisfaction
• Represent your team and/or Zellis Customer Support during internal/external meetings

• Experience delivering Customer Support or equivalent operational services for small-medium scale software, advisory, or Managed Services customers; HCM industry knowledge is advantageous
• Experience working within a team and cross-functionally to achieve targets, incl SLAs, KPIS and successful outcomes including excellent Customer service
• The ability to work independently, be self-motivated and resilient (especially under pressure and working to tight deadlines), manage your own time and priorities, giving urgency when needed; able to multi-task, manage a diverse workload
• Strong all-round and confident multi-channel communication skills (written and verbal); ability to influence peers and customers
• Experience being well organised and having an attention to detail
• Proven analytical and problem-solving skills with the ability to take ownership of any problem and see through to resolution
• Experience contributing to asset library for the team
• Experience supporting peers to create the best team experience
• Ability to help more junior colleagues with their development
• Industry recognised qualification would be desirable

At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.

Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:

• Unstoppable together.
• Always learning.
• Make it count.
• Think scale.

Our people are critical to our ongoing success; we’re proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services. With Zellis you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.

We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:

• A competitive base salary.
• 25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
• Private medical insurance.
• Life assurance 4x salary.
• Enhanced pension scheme with company contributions up to 8.5%.
• A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.