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- Tasks: Be the go-to person for customer queries via phone, email, and chat.
- Company: Join Ciphr, a top UK provider of HR and payroll solutions.
- Benefits: Enjoy 30 days leave, family support, and exclusive discounts.
- Why this job: Work in a supportive team that values authenticity and growth.
- Qualifications: Experience in payroll software and web-based applications is a must.
- Other info: Office attendance required twice a week; training provided.
The predicted salary is between 30000 - 42000 £ per year.
Our business is growing, and we are seeking to enhance our customer care team, we currently have an exciting opportunity for an experienced 1st Line Payroll Technical Support colleague to join the team.
You will be joining a dedicated group of rapid response analysts who are passionate about supporting our Payroll customers and each other to the best of their ability.
In your role, you will be the first line response with regards to customer support. Responding to queries via phone, email and live chat ranging from general enquiries to more complex support incidents. Our focus is to provide outstanding levels of customer satisfaction by delivering customer service that adds value to the customer experience.
We are all about people at Ciphr. Our values are trust, drive, authenticity, and accountability. We want you to bring your authentic self to work giving you the space to be yourself whether that is creative, outgoing, quiet, courageous, observant or any other attributes you may have. Ciphr welcomes all kinds of people to the team and would love you to come and join us!
Does this sound like you? Take a look below at what we can offer you when you join.
Location:
You will be required to come to the office twice a week.
On a day-to-day basis in the 1st Line Technical Customer Service team, this is what you can expect:
- Interact with customers over various communication channels (phone, email, chat, or social media) to answer queries, troubleshoot problems, and resolve issues.
- Ensure that customers' expectations are managed well.
- Have the ability to identify and resolve customer issues as quickly as possible.
- Have a good understanding of the product/service and should be able to troubleshoot technical issues.
- Keep detailed records of customer interactions, issues, and resolutions.
- Maintain a knowledge base of common problems and solutions that can be used to help customers in the future.
- Have a passion for Payroll and ensuring that customers get the most from their solutions
As well as offering you the opportunity to work with a great team, be part of a growing company and have the chance to learn and enhance your knowledge and qualifications, we offer:
- 30 days annual leave, plus bank holidays
- Family National Trust Membership
- Birthday day off
- Religious holiday swap
- Family forming support – e.g., time off for family forming appointments or to support your partner
- Enhanced maternity and paternity leave
- Cycle to work scheme
- Pension
- Health cash plan
- Life assurance
- Technology/home improvements Loans
- Perks at Work – access to exclusive discounts, cinema tickets, etc.
- Regular training
- £1,500 employee referral scheme
- Medical Cover and Dental cover (after 6 months’ service)
- Income Protection insurance (after 12 months’ service)
If you have the following skills, you may be a perfect fit:
- Payroll Software support experience is required for this role
- Experience using web-based applications
- Previous experience supporting SaaS applications would be a bonus but not essential
- Knowledge of Service Desk/Ticketing systems and/or Zendesk is desirable but not essential
About Ciphr:
Ciphr is a leading UK-based provider of integrated HR, payroll, learning and recruitment solutions.
Ciphr’s integrated HCM platform helps organisations manage their end-to-end employee lifecycle so they can deliver an amazing employee experience. With Ciphr, organisations can be confident they can access all their people data in one place, thanks to secure, time-saving integrations between our own solutions and API connections to specialist, third-party tools.
1st Line Payroll Technical Support employer: Ciphr
Contact Detail:
Ciphr Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Payroll Technical Support
✨Tip Number 1
Familiarize yourself with common payroll software and SaaS applications. Understanding the tools you’ll be supporting will give you a significant edge when interacting with customers and troubleshooting their issues.
✨Tip Number 2
Practice your communication skills across different channels like phone, email, and live chat. Being able to convey information clearly and effectively will help you manage customer expectations and resolve issues more efficiently.
✨Tip Number 3
Develop a problem-solving mindset. The ability to quickly identify and resolve customer issues is crucial in this role, so think through potential scenarios and how you would address them.
✨Tip Number 4
Show your passion for customer service and payroll solutions during your interactions. Authenticity is valued at Ciphr, so let your enthusiasm shine through when discussing your experiences and how you can contribute to the team.
We think you need these skills to ace 1st Line Payroll Technical Support
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the 1st Line Payroll Technical Support position. Understand the key responsibilities and required skills, such as customer interaction and troubleshooting technical issues.
Tailor Your CV: Customize your CV to highlight relevant experience in payroll software support and customer service. Emphasize any previous roles where you interacted with customers or resolved technical issues.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service and payroll solutions. Mention how your values align with Ciphr's focus on trust, drive, authenticity, and accountability.
Showcase Your Communication Skills: In your application, provide examples of how you've effectively communicated with customers in the past. Highlight your ability to manage expectations and resolve issues promptly.
How to prepare for a job interview at Ciphr
✨Show Your Passion for Payroll
Make sure to express your enthusiasm for payroll and customer support during the interview. Share any relevant experiences that highlight your dedication to helping customers get the most from their payroll solutions.
✨Demonstrate Communication Skills
Since you'll be interacting with customers through various channels, it's crucial to showcase your communication skills. Practice articulating your thoughts clearly and concisely, and be prepared to discuss how you would handle different types of customer queries.
✨Familiarize Yourself with Common Issues
Before the interview, take some time to research common payroll issues and technical problems that customers might face. Being knowledgeable about these topics will help you demonstrate your ability to troubleshoot effectively.
✨Emphasize Teamwork and Values
Ciphr values trust, drive, authenticity, and accountability. Be ready to share examples of how you've worked collaboratively in a team setting and how you align with these values. This will show that you're a good cultural fit for the company.
