Payroll Support Analyst

3+ years of payroll experience or a combination of payroll experience and relevant certifications 2+ years of hands-on Australian payroll experience Proven customer service experience in a client-facing role Exceptional written and verbal communication skills with a professional, confident approach Strong attention to detail with effective analytical and problem-solving abilities Ability to manage priorities and deadlines in a fast-paced environment Self-directed and comfortable working independently while collaborating across teams Demonstrated commitment to continuous learning and professional development Bachelor’s degree in business, finance, computer science, or a related field, or equivalent practical experience Experience working with ERP systems, with NetSuite familiarity strongly preferred Basic understanding of programming concepts and technical troubleshooting is a plus

Manage incoming technical support incidents, requests, and changes. Maintain a personal ticket queue, closing tickets promptly and meeting SLAs. Communicate proactively with customers on ticket status. Escalate issues to Backline Support or other relevant teams. Take full ownership of support incidents. Document client interactions using Zendesk and JIRA. Engage in real-time client calls to resolve technical incidents. Educate customers on product features, software updates, and best practices. Assist customers with NetSuite system setup, configuration, and optimization. Relay customer feedback and insights to cross-functional teams. Provide troubleshooting support for technical issues. Develop and maintain support documentation. Stay updated on industry trends and emerging technologies. Foster a positive and collaborative team environment. Participate in training and development programs. Monitor ticket trends and customer feedback to identify areas for improvement. Implement best practices for customer support. Assist in onboarding new customers.