The Customer Support Agent will represent Zellis Customer Support in internal and external based Customer interactions.
You will demonstrate key technical and operational skills in a multi-channel environment, focussing on delivering the best possible solution support for our customer base. You will engender a customer-first approach, placing the customer support experience and their satisfaction at the heart of everything you do.
You will be supporting Zellis solutions speaking to and interacting with varied customer persona, including HR and/or payroll managers, finance managers, system administrators, IT professionals and internal Zellis colleagues to diagnose and resolve customer impacting solution issues.
You will have the ability to identify and support continuous improvement, focussing on quality measures and technical specialist knowledge, to ensure a consistent, repeatable model approach to service delivery.
In this role you will:
Demonstrate key technical and operational skills for the role, for example supporting and resolving issues with Zellis Solutions, including Elementsuite, Everyday, ResourceLink, MyView, HCM cloud/AIR, including for example issues with configuration, pay elements, user security, organisation and job structures
Contribute towards team goals and objectives, including SLAs, KPIs, Customer brand NPS and employee engagement eNPS
Competent at investigating and diagnosing data issues for data structures
Provide multi-channel support for complex advice & guidance queries and/or solutions requiring subject matter expertise
Progress, own and manage cases to resolution, adhering to operational outcomes and Service Level targets and keeping the Customer and colleagues regularly updated as to progress
Perform data analysis to investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions / workarounds for solutions issues
Review cases where a defect has been identified, create the associated problem, knowledge article and DevOps/ProductHub record and manage the customers expectations through defined process
Alongside your peers, identify outstanding cases being worked by other team members which relate to problems you have raised, and update cases as appropriate
Identify opportunities for case reduction and deflection including trend analysis, creation of knowledge articles and potential product enhancements
Review/approve knowledge articles, ensuring no duplication within the knowledgebase
Identify creative troubleshooting workarounds and support recommendations for cases that cannot be resolved through existing knowledge articles or troubleshooting steps
Escalate individual support cases that cannot be resolved through available troubleshooting steps to extended teams
Adhere to all Support procedures, policies and quality standards and proactively participate in ongoing improvements
Promote Zellis products and services, both internally and externally
Understand root cause and make recommendations on processes and product design to improve efficiency, productivity, and customer satisfaction
Represent your team and/or Zellis Customer Support during internal/external meetings
Always provide a positive customer experience to ensure customer satisfaction
Consume new product releases and contribute to the consumption of new releases across the wider Customer Support community
Follow a methodical approach to identifying and resolving simple risks and issues; anticipate and raise more complex risks and issues to enable them to be mitigated
Follows set development path for your role/specialism and take the initiative to develop skills and knowledge by identifying (and agreeing with manager) appropriate development opportunities
Skills & experience
Experience delivering Customer Support or equivalent operational services for small-medium scale software, advisory, or Managed Services customers; HCM industry knowledge is advantageous
Experience working within a team and cross-functionally to achieve targets, incl SLAs, KPIS and successful outcomes including excellent Customer service
The ability to work independently, be self-motivated and resilient (especially under pressure and working to tight deadlines), manage your own time and priorities, giving urgency when needed; able to multi-task, manage a diverse workload
Strong all-round and confident multi-channel communication skills (written and verbal); ability to influence peers and customers
Experience being well organised and having an attention to detail
Proven analytical and problem-solving skills with the ability to take ownership of any problem and see through to resolution
Experience following development paths and taking initiative to gain knowledge and to consume new product/service capabilities and supporting & influencing continuous improvement
Experience understanding the levers for change, including reducing and deflecting inbound support demand, and influencing and achieving the outcomes for improved Customer Success from NPS and pulse surveys
Experience contributing to asset library for the team
Experience supporting peers to create the best team experience
Ability to help more junior colleagues with their development
Industry recognised qualification would be desirable
Benefits & culture At Zellis we create market-leading HR & Payroll products and services, to power exceptional employee experiences so that you and your people do better. Our multi-award-winning products pay over five million employees a year, with almost half (42%) of the FTSE 100, 50% of the top retailers and 30% of the top universities in the UK & Ireland as customers, making us the largest provider of Payroll and HR software and managed services.
Our vision is to be the clear leader in pay, reward, analytics, and people experiences. We're passionate about creating an environment where people want to join, belong to, and be part of a progressive organisation. Our values, which were defined with input from all of our 2,000 colleagues, we live and breathe every day:
Unstoppable together.
Always learning.
Make it count.
Think scale.
Our people are critical to our ongoing success; were proud of our inclusive culture that gives you the platform to grow, challenge the status quo and play a crucial role in further enhancing our market position as the leading provider of HR & Payroll software and services.With Zellis youll have the chance to stretch and challenge yourself in an environment thats varied, flexible and hugely supportive.
We also love to reward and recognise our brilliant colleagues. As part of your benefits package, youll receive:
A competitive base salary.
25 days annual leave, plus your birthday off and the opportunity to buy additional holiday.
Private medical insurance.
Life assurance 4x salary.
Enhanced pension scheme with company contributions up to 8.5%.
A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.
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