Our mission and where you fit inAt Employment Hero, we're an ambitious bunch of people on a mission to make employment easier and more valuable for everyone.Since our inception in 2014, we've had some pretty impressive growth (100% YoY), now serving 300,000 businesses globally, with 2 million+ users on the platform, reaching unicorn status in 2022 - and we have no plans to slow down.There's never been a more exciting time to join one of the fastest-growing SaaS unicorns, so let's see if we could be a match!What might your days look likeAs a Payroll Support Consultant, 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. In this role, you will be supporting our customers to ensure accuracy and will be responsible for resolving customer tickets efficiently and effectively. This includes addressing customer issues with professionalism and care, and escalating to the appropriate teams where necessary.As a Payroll Support Consultant you'll be responsible for: Providing support to clients after they 'go-live' by walking them through updates needed or how to troubleshoot in a variety of ways, such as award interpretation and platform configuration. Responding to and resolving customer tickets, calls and queries related to the Employment Hero Platform in a timely manner. Assisting and collaborating with the wider squad and support team to provide best practice system use and education to all our customers. Proactively analysing and understanding product functionality across the platform and logic in detail; and testing in platforms to identify user error/system logic and related root causes by maintaining comprehensive awareness of product changes and enhancements. Conducting/triaging customer support issues and assigning to the appropriate team or resolving where possible. Taking on client and team payroll escalations for our customers. Assisting with requirements gathering to run post mortems and run internal support team workshops. Escalating issues related to bugs or product logic/functionality concerns as necessary, in collaboration with Seniors/Team Leads and the Product Team. Working with customers across multiple channels (email, chat, phone, screen share) to understand their organisational workflow and how the platform can support them to maximise their people processes. Managing Problem Tickets with urgency and collaborating with key stakeholders to resolve as quickly as possible. Leveraging ZenDesk, Salesforce and other internal tools for maintaining records, ticket investigations and referencing customer interactions, transactions, comments, and complaints in accordance with service level agreements (SLAs). Proactively contributing feature requests, Customer Care Processes, Macros and Help Centre suggestions, where warranted and using customer insights. What will you bring: 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). Experience is important, but for us the biggest measure of success is people who can live and breathe our values. Show us what you can bring to the table, and we'll empower you to let your talents shine.Are we a match?Think we're the right match for you? Fantastic! Click 'Apply' and our talent team will reach out with the next steps.At Employment Hero, we are committed to safeguarding the privacy of your application data. To understand how we do so, you can read our Applicant Privacy Policy here: https://employmenthero.com/legals/applicant-policy/Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.
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