Payroll Support Analyst

Posted 9 days agoViewed

🔍 Industry: SaaS

🏢 Company: Zone & Co

Requirements:

Proven payroll experience or completion of relevant courses/certifications.

Required: International payroll experience in at least one of the following countries: UK, Canada, Australia, or New Zealand.

Experience in a customer support or client-facing role.

Strong written and verbal communication skills with a professional, approachable demeanor.

Strong attention to detail, analytical thinking, and problem-solving abilities.

Ability to manage time effectively and prioritize tasks in a dynamic environment.

Self-starter who can work independently as well as collaboratively.

Bachelor’s degree in Business, Finance, Computer Science, or a related field.

Familiarity with ERP systems, particularly NetSuite , is essential.

Basic understanding of programming concepts and troubleshooting methods is a plus.

Passion for continuous learning and a drive to provide outstanding customer support.

Responsibilities:

Manage incoming technical support tickets, incidents, and requests, ensuring timely prioritization and resolution.

Maintain an organized personal ticket queue and meet established service level agreements (SLAs).

Proactively communicate with customers, providing consistent updates throughout the support process.

Take ownership of support cases from start to finish, ensuring a smooth and seamless experience.

Escalate complex issues appropriately to Backline Support or other internal teams.

Document all support activities and interactions accurately in Zendesk and JIRA.

Conduct real-time customer calls to diagnose and resolve technical incidents.

Provide specialized payroll support with region-specific compliance knowledge (UK, Canada, Australia, or New Zealand).

Assist customers with NetSuite or similar ERP systems, including configuration and optimization.

Deliver product education, updates, and best practices to enhance customer knowledge.

Collaborate with internal teams to share customer feedback and influence product development.

Contribute to support documentation (FAQs, knowledge base articles) to boost team efficiency and customer empowerment.

Monitor support trends and identify opportunities for process improvements.

Support onboarding of new customers for a smooth implementation experience.

Participate in training and development programs to enhance technical and customer service skills.

Foster a positive, collaborative environment by sharing insights and best practices with teammates.

Apply

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