About the roleAbout the roleThe Customer Support Specialist is on the front lines at Zellis, solving customer issues across a variety of contact channels. They ensure that we are delivering the best possible service for our customers and that issues are resolved within target SLAs. They will be a subject matter expert focused on delivering the best possible support for our customer base and as both an escalation and reference point for fellow team members. They will be adept at speaking to a variety of customers ranging from HR managers, system administrators, IT professionals and internal Zellis colleagues to diagnose and resolve complex customer problems.In this role your key responsibilities will be:
Be a subject matter expert in Zellis products and the support process.
Provide real-time support for a wide range of software related queries across a variety of contact channels.
Achieve established targets to required productivity levels and quality standards in order to deliver excellent customer support and an effortless experience.
Progress, own and manage cases escalated from colleagues to resolution, adhering to Service Level Targets and other key customer-driven KPIs
Perform data analysis to investigate, diagnose, and apply corrective action and/or use troubleshooting techniques to identify solutions / workarounds for application issues
Review cases passed from colleagues where a defect has been identified, create the associated problem, knowledge article and DevOps record and manage the customers’ expectations through defined process
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 deflection including trend analysis, creation of knowledge articles and potential product enhancements
Review/approve knowledge article content, 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 work with the Quality Manager and Continuous Improvement Manager to suggest and drive process 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 Support Services during internal/external meetings
Maintain and update accurate case and customer information within our systems
Skills & experienceProven analytical and problem-solving skills with the ability to take ownership of any problem and see through to resolution
Experience in a multi-channel customer service contact centre
Excellent written and verbal communication skills
Previous relevant experience of supporting any HCM Software Product Suite
Able to work independently, manage your own time and priorities, giving urgency when needed
Able to multi-task, manage a diverse workload
Be approachable and able to share your knowledge through mentorship
Self-motivated and resilient
Be confident in leading internal huddles, meetings, and external customer meetings, documenting and sharing outputs
Well organised with an attention to detail
Flexibility to work in rotational shifts across a 24-hour window (6:30 am to 6.30 am next day) throughout the week, including weekends
Positive and flexible attitude to work
Ability to work under pressure and to tight deadlines
Ability to work with cross-functional teams
Ability to learn using all available resources and retain knowledge effectively
Benefits & cultureAt 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; we’re 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 you’ll have the chance to stretch and challenge yourself in an environment that’s varied, flexible and hugely supportive.We also love to reward and recognise our brilliant colleagues. As part of your benefits package, you’ll receive:A competitive salary.Excellent career progression opportunities.Transportation to the office (up to 30kms).Casual, privilege and sick leave, plus your birthday off.Group medical insurance.Personal accident insurance.Life assurance.A range of additional flexible benefits to support personal wellbeing.
