Outsourcing Payroll Firm based in Farnborough seek a Software Support Advisor. You will be providing 1st line support to clients with application related queries and issues. The Software Support Advisor communicates with clients, helping them use Payroll systems. They help improve the product by raising bugs and new functionality requirements, as well as user acceptance testing new releases. The Software Support Advisor is a subject matter expert on our applications and focused on service delivery to provide a great client experience.
Core Duties:
- Working in a team alongside other Software Support Advisors to ensure clients’ payrolls are managed timely, accurately and securely.
- Taking ownership for the client journey, always ensuring service excellence.
- Answering client queries about the systems (CurrentGen and NextGen) via email and telephone within service level agreements, striving for client advocacy and first contact resolution.
- Liaising with internal stakeholders within operations, sales, client success, marketing and technology, to help manage a client payroll.
- Using the CRM to record details of all client interactions.
- Completing all set tasks accurately and efficiently, adhering to deadlines, instructions, policies and procedures and training as appropriate.
- Raising system bugs and improvement ideas with technical support
- Knowledge sharing with peers to create a team of system experts.
- Helping customers understand how best to use their Software to support their business needs.
- Updating internal and external customers on bug fixes and new features to create a great client experience.
- Working closely with the technical support to investigate and resolve issues.
- Keeping up to date with technology trends, product enhancements, industry developments and HR legislation.
- Providing UAT for new releases.
- Inputting in to feature design meetings with product management.
- Acting as a subject matter expert, where required, for feature design or bug fixes.
Ideal candidates must have the following:
- You’ll have previous experience of working with applications, ideally in HR/Payroll sector.
- You’ll have previously worked with SaaS products.
- You’re an analytical thinker with an innovative approach to problem solving.
- You can work to deadline, prioritising appropriately using sound judgement.
- You take ownership of decision making when required.
- You’re comfortable working with others, building effective working relationships with clients and colleagues.
- You have excellent communication skills both written and verbal.
- You embrace change as technology, products and services evolve.
PLEASE CONTACT SHARON DEACON FOR MORE INFORMATION