Payroll Support Consultant (12 Month Contract)

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Requirements:

• Relevant Australian Payroll knowledge and industry experience.
• Experience in setting up, implementing or managing payroll systems.
• Ability to navigate fluid and high-paced work environments.
• Experience in customer experience within a SaaS setting.
• Customer-first attitude and strong problem-solving skills.
• Capability to manage competing priorities and work autonomously.
• Strong verbal and written communication skills.
• A tertiary degree in Human Resources or relevant qualification is a plus.

Responsibilities:

• Provide support to clients after they 'go-live' by walking them through updates and troubleshooting.
• Respond to and resolve customer tickets, calls, and queries in a timely manner.
• Assist the support team to promote best practices and educate customers.
• Analyze product functionality and identify user errors or system logic issues.
• Conduct customer support issue triage and escalate as necessary.
• Handle client payroll escalations and gather requirements for workshops.
• Collaborate with teams to escalate bugs or functionality concerns.
• Engage with customers through various channels to assess workflow needs.
• Manage Problem Tickets and collaborate with stakeholders for quick resolutions.
• Utilize ZenDesk, Salesforce, and internal tools for record keeping and ticket management.
• Propose feature requests and process improvements based on customer insights.